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How GOSS iCM is driving digital self-service

GOSS has launched the latest iteration of its digital platform technology: GOSS iCM

GOSS iCM end point laptop

This version has been developed to better support digital transformation through the , which organisations across the UK are now using to deliver quality customer service. 

Improvements have been made to the form, process and integration aspects of GOSS iCM. This makes it easier and more intuitive to create fully integrated, user-friendly digital services. 

You can get to grips with what's been updated using our in-depth guide. see what's new

Rob McCarthy, CEO, GOSS Interactive, explains why this release is so important: 

We were seeing many organisations stumped on how to achieve self-service and organisational efficiency as they battled to co-ordinate masses of data often spread across numerous back office systems. As a result, tying to enable self-service within this type of environment was proving impossible.


The answer isn't a CRM, or even a CMS. What's needed is a fully integrated digital platform designed to deliver self-service as efficiently as possible. 


That's the goal we set ourselves with this release. The new functionality supports organisations looking to deliver a full customer self-service portal combined with the ability to seamlessly integrate with CRMs and other data sources."

Consistent user experience 

GOSS iCM introduces new capabilities specifically designed to make communicating with back office or cloud applications easier, cleaner and more robust. 

It also has the capability to fully automate many ad-hoc processes that are not currently efficient or web-based.

In short, you can now design and build modern web-based services that keep your customers at the core. 

Using the full functionality of GOSS iCM, customers don't need to navigate through multiple third party portals or remember multiple logins to complete an online transaction. Not only can they see what's going on with their service requests, they can also interact during certain processes where appropriate, all through a simple, personalised website.

See it for yourself

Want to take an in-depth look at the new enhancements in GOSS iCM? You can find everything you need to know, including upgrade information for current clients, here

Self-Service Survey 2016 cover
Facilitating digital transformation

Getting the technology right is key to delivering savings against a digital self-service or digital transformation strategy. 

56% of respondents to the GOSS Digital Self-Service in the Public Sector 2016 survey said they had a self-service strategy in place. Self-service is expected to save on average close to £1m per organisation over the next 12 months. 

The full survey report will be available soon.