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.
Download this case study to discover more about Antrim and Newtownabbey's journey to create a new self-serve platform...
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
Case study at a glance...
Customised communication
Integrated email capabilities mean the team can tailor its communications with customers depending on the time of year.
See more
Successful launch
In the first six months of going live, the Council's bulky waste service alone has attracted 6,700 registered users.
See more
Reduced call volumes
Since the implementation of the self-serve platform, call volumes have dropped by over 50%.
See more
Future developments
The council will have two new services going live in the near future - Parks and Environmental Health.
See more
Customised communication
Customised communication
Customised communication
Integrated email capabilities mean the team can tailor its communications with customers depending on the time of year.
See more
Successful launch
Successful launch
Successful launch
In the first six months of going live, the Council's bulky waste service alone has attracted 6,700 registered users.
See more
Reduced call volumes
Reduced call volumes
Reduced call volumes
Since the implementation of the self-serve platform, call volumes have dropped by over 50%.
See more
Future developments
Future developments
Future developments
The council will have two new services going live in the near future - Parks and Environmental Health.
See moreDownload case study
Get your copy of the Antrim and Newtownabbey New Self-Service Platform Case Study
Download case study (Download case study)