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.
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.
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:
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 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.
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.
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.