Case Study: London Borough Havering

Havering Council selected Sabio to implement a solution  based on core Avaya technology, and is now engaged on a major project to transform how it deals with customers, while at the same time saving money and safeguarding service standards.

Business Challenge

Havering is one of London's largest boroughs, and its Council is in the middle of a major transformation programme to make it as efficient and effective as possible. Key to its success will be the reduction of bureaucracy and costs through an increased focus on core activities and better use of technology. Dealing with queries effectively is a key component of the Council's ambitious transformation agenda, and the council was committed to improving how customers could contact the Council, and ensuring that they always had access to the right contacts with the right information.

Sabio Solution

The Council decided to support its transformation activities and improve staff productivity by replacing its existing customer service platform with a next generation Avaya customer contact infrastructure. After an in-depth procurement, Havering selected Sabio – a leading Avaya systems integration specialist – to implement an integrated customer services solution. In addition to a core Avaya Aura Communication Manager platform, Sabio is also working with the Council to implement Workforce Management, Call Recording, full reporting and a thin client solution to integrate with Havering's core Microsoft CRM application.

Benefits Targeted

Sabio's Avaya-based customer service platform is already playing a key role in making it easier for people to access and contact the Council. Another key benefit will be a reduction in the volume of avoidable contact – freeing Havering to target its limited resources and services at those most in need. Since the start of the Sabio Avaya project, the Council is on track to:

  • Reduce the amount of avoidable contact from 14 percent to six percent by 2014
  • Achieve target efficiency and operational savings while keeping spending to agreed budget levels
  • Optimise WFM and get closer and closer to adherence targets
  • Integrate with CRM and use Sabio's Thin Client CTI solution to shave up to 15 seconds from the start of each call

 

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