Case Study: Elmbridge Borough Council achieves Brilliant Customer Service Every Time with VoiceSage SMS and Survey Technology

Elmbridge Borough Council serves 124,000 citizens with VoiceSage’s 360° customer surveys

Elmbridge Borough Council sought to improve its citizen services by moving away from siloed departments and meaningless metrics like call answer times. Their challenge was to achieve a '360-degree customer experience' and free up staff resources from a high volume of inbound calls. To address this, they partnered with VoiceSage to implement its proactive customer contact and survey services, including SMS, Visual Touch Messaging, and Interactive Voice Messaging.

The VoiceSage solution provided a complete feedback system that automatically sent surveys to citizens after interactions. This delivered joined-up processes, meaningful performance management based on citizen satisfaction, and a holistic view of the customer relationship lifecycle. The results included an improved customer experience, better use of staff time, and a significant reduction in issues escalating into formal complaints, all key to their 'Brilliant Customer Service Every Time' programme.

Elmbridge Borough Council