Antrim & Newtownabbey Borough Council has undergone a remarkable digital transformation, revolutionising customer service and enhancing back-office efficiency with a suite of self-serve tools, case management, booking, performance, and live chat capabilities. Through its partnership with GOSS, the council has tackled the challenge of an end-of-life CRM and the lack of back-end integration, through the implementation of a self-serve platform that empowers customers, automates queries, and streamlines processes, resulting in a significant improvement in service and customer satisfaction. With the successful implementation of the platform, the council is well on its way to achieving its vision of being at the forefront of digital innovation in the region.
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The training and after-support GOSS provided was invaluable. I'm now even providing my own training for other members of staff, safe in the knowledge that if I'm ever stuck, I can always ask GOSS for help.
Former Transformation Manager
Antrim and Newtownabbey Borough Council
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