Case Study: Tamworth Borough Council achieves 83% user satisfaction and reduced contact costs with WhosOn

Tamworth Borough Council - Customer Case Study

Tamworth Borough Council, which serves around 77,100 residents and fields queries through a 30‑member customer service team, needed a secure digital channel to reduce pressure on phone and in‑person enquiries and encourage residents to self-serve via the website (which receives about 19,000 unique users a month). The council required a live chat solution that complied with complex government procurement and security regulations while being cost‑effective and easy to adopt.

After trialling WhosOn, Tamworth implemented a fully compliant, branded chat that integrates with its management system and CRM, uses recorded training to onboard agents, and improves first‑contact resolution. Early results include an 83% user satisfaction score, reduced costs and time on traditional channels, immediate online help for visitors, digitised transactions aligned with transformation goals, and plans to add features like chat transcripts and dynamic invites.

Tamworth Borough Council

Joanne Shaw

Customer Services Operations Manager