Case Study: North Devon Council improves resident communication and reduces abandoned calls with Zoom Video Communications

North Devon Council and Zoom help make sure no resident goes unheard

North Devon Council was struggling with fragmented communication systems that made it difficult to log, track, and resolve resident queries, especially when calls were routed between the contact centre and back-office teams. High call volumes also led to long queues and abandoned calls. North Devon Council chose Zoom Video Communications, using Zoom Contact Center and related telephony tools to create a single, more efficient platform for resident communications.

Zoom Video Communications implemented an integrated solution that connected the council’s contact centre with its CRM, improved reporting and visibility, and added call-back functionality so residents no longer had to wait on hold. The result was a more seamless customer journey, better call logging and resolution tracking, and a 4% drop in abandoned calls in the first month after go-live. The council also reported clearer automated responses, improved call quality, and greater consistency across services.

North Devon Council

Sarah Higgins

Head of Customer Focus