Kent County Council Achieves 44% Improvement in Call Answering with Luware Nimbus
From missed calls to seamless service
How Kent County Council transformed their pension department with Luware Nimbus
Kent County Council's pension department achieved a remarkable 44% increase in answered calls with Luware Nimbus. Learn how our solution improved efficiency, customer service, and agent experience.
At a glance: Kent County Council's success with Luware Nimbus
Customer
Kent County Council is a local authority in Kent, England, responsible for providing public services and governance to the residents of Kent.
They procure their IT services through specialist managed services provider Cantium Solutions.
Challenge
Limited features in Kent County Council's existing phone system hindered effective customer contact management, leading to high call abandon rates, poor customer service, and frequent call transfers within the pension department.
Results
Luware Nimbus's implementation significantly enhanced the pension department's call handling, achieving a 44% improvement in answered calls (now 95%), an average 30-second queue time, reduced transfer rates, and improved first-call resolution.
44%
Call answering improvement
95%
Answered calls
30 sec
Average queue time
300 +
Active Luware licenses
The challenge
Kent County Council's pension department faced challenges with high call abandon rates and limited business intelligence. The varying skill levels of staff and the limitations of the existing phone system hindered efficient customer contact management, leading to poor customer service and high call transfer rates.
“We’d been trying to monitor what sort of calls we were getting by handing out spreadsheets … people would forget to do it and you never got anything useful out of it. And when I was looking at the limited stats that we could get through under our previous phone system, we discovered we were missing over a third of calls.”
Caroline Howick
Team Manager – Pensions at Kent County Council
The solution
Kent County Council’s IT partner, Cantium Solutions, brought in Resonate, a Luware partner, to find a solution that would integrate seamlessly with Microsoft Teams and provide advanced contact center functionalities. Resonate recommended and implemented Luware Nimbus, citing its robust features such as drag-and-drop workflows, skills-based routing, dynamic self-service menus, and real-time reporting as key to addressing the council's specific needs. This partnership ensured a smooth implementation and ongoing support.
Caroline Howick, Team Manager – Pensions at Kent County Council, shared her experience:
“There were quite a few things that we got quite excited about. It looked easy to use, especially for our team who aren’t contact center experts, but rather an admin team that needs to manage customer contact – I was easily able to set up all the workflows by simply dragging and dropping, not to mention all the reporting and information that we could get.”
Caroline Howick
Team Manager – Pensions at Kent County Council
About our partner Resonate
Resonate is a leading technology solutions provider specializing in unified communications and contact center solutions. Resonate partners with best-in-class technology vendors like Luware to deliver tailored solutions that address specific business challenges. Their expertise in integrating complex systems and providing ongoing support ensures successful implementations and maximizes customer value.
The results
The implementation of Luware Nimbus, delivered by Resonate, has transformed call management and customer service for Kent County Council's pension department. A routing based on agent skill sets, a significantly remarkable 44% improvement in call answering stats has been achieved, with 95% of calls now being answered within an average queue time of just 30 seconds. This success is attributed to key features, including intelligent call reducing call transfers and improving first-touch resolution, enhancing both customer and employee experience.
“... the Luware software is easy to use. We are really pleased with the solution, it does everything we need and much more than we thought. It’s opened our eyes to what we can do and see and analyse to make things better for our customers and for our team”.
Caroline Howick
Team Manager – Pensions at Kent County Council
Luware Nimbus, also empowers the department to effectively manage fluctuating workloads, plan for and react to events, drive continuous process improvement through better access to information, and foster improved collaboration among employees working seamlessly within Microsoft Teams.
What's next?
Initially deployed with 60 licenses in the pension department, Luware Nimbus has proven so successful that it has now expanded to 300 licenses across various departments within the council, with further expansion planned.
This case study is presented in partnership with Resonate, based on their original publication.
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