Case Study: Elmbridge Borough Council achieves proactive citizen service improvement with VoiceSage

Elmbridge Borough Council Turns Proactive Customer Contact into Service ‘Brilliance’

Elmbridge Borough Council wanted to create a more connected, 360-degree customer experience while reducing inbound calls and improving communication with residents. To do this, it partnered with VoiceSage, using VoiceSage SMS, Visual Touch Messaging, and Voice Surveys to better manage customer contact and gather timely feedback across services.

VoiceSage implemented a cloud-based proactive customer feedback solution that automatically sends surveys after cases are closed, tracks satisfaction metrics, and highlights low scores for follow-up. As a result, Elmbridge gained better visibility across the customer journey, improved staff time usage, reduced escalations to complaints, and saw early signs of stronger resident satisfaction and positive feedback.

Elmbridge Borough Council

Dawn Crewe

Head of Customer Service