Case Study: The City of Edinburgh Council achieves 85% citizen satisfaction and 30% online self-service adoption with Verint Systems

The City of Edinburgh Council Increases Customer Satisfaction from 70% to 85% with Verint

The City of Edinburgh Council wanted to modernise its customer service with a digital-first, citizen-centred approach but was held back by a legacy CRM that gave no single end-to-end view of enquiries. Call-centre agents had to switch between systems, causing disconnected, delayed responses and preventing proactive communication and efficient first-contact resolution.

After evaluating vendors, the Council chose Verint Engagement Management Professional and, with integration partner CGI, deployed the multichannel platform in six months. The solution unified agent desktop, customer portal, forms, mapping, process management and knowledge tools (including duplicate detection and automated updates), lifting customer satisfaction from 70% to 85%, increasing online self-service from 5% to 30%, speeding time-to-value and improving reporting, efficiency and first-contact resolutions — and even supporting COVID-19 shielding operations.

The City of Edinburgh Council

Nicola Harvey

Head of Customer & Digital Services