Digital Service Delivery
Technology makes great things happen. Through our sophisticated digital delivery service and CRM solutions, we empower organisations to seamlessly connect with their people, inspiring positive change and improving personal outcomes in the process.
Transform your customer journey and boost operator efficiency – all while lowering costs – with our Oracle Cloud CX platform, Oracle Service Cloud. Support tools like web self-service, smart assistant, mobile and live chat services allow your team to support more customers at once with ease, via the channels they feel most comfortable using.
Oracle Service Cloud unifies communications, enhances your CRM efforts and ultimately, improves the customer experience. It also provides you with invaluable analytics and insights to inform your communication strategy and offer top level service and support to every single customer.
We provide service delivery technologies that enable charities to reach more people and deliver services across communication channels. We’ve built these solutions for a wide range of benevolent sector organisations, from the smallest to the very largest, helping them support workers in industries across the UK.
These include platforms that combine and consolidate service delivery via telephone, email, web chat, SMS, social media and digital self-service. We also provide intelligent web forms that respond to the information entered to make their completion as easy as possible.
All of our services focus on helping organisations build strong relationships with their beneficiaries and service, whilst providing the support they need as effectively and efficiently as possible.
Local authorities sit at the heart of communities with wide responsibilities, from council tax to social care. Citizen transaction numbers are significant and the complexity of back office systems can become an overwhelming barrier to digitising service transactions.
We understand the need to improve the quality of customer service whilst reducing the cost of delivery. Combining great customer experience, joined up service journeys and effective data management, our digital customer service and CRM experience places us in a unique position to support many central and local government customers.
Our success has been in providing innovative solutions that foster a digital-first point of contact that integrates with contact centre and back office processes. We are also at the forefront of using artificial intelligence ‘chatbots’ to increase the efficiency of interactions alongside traditional customer service channels. We’ve been a G-Cloud supplier since the very first iteration and work within the highest security standards on a range of central government contracts, as well as local authorities.
Our ethos is to place customer experience at the heart of our solutions.
Multichannel, seamlessly integrated and offering the widest choice of communication channels for consumer markets, from retail to hi-tech, we provide contact centre, telephony and CRM solutions to deliver services that work for customers and work for business.
Drawing on the experience of thousands of daily interactions with customers, we provide the practical experience of service delivery to support our customers in balancing great customer experiences with cost-effective efficiency
Designed with the philosophy of creating a ‘circle of support’ around an individual, whether the patient, care receiver or health professional, we provide end-to-end solutions across contact centre, CRM and web-based services.
From advice and guidance conversations delivered by qualified healthcare advisors, through to self-service web knowledge bases and assessment tools, we can deliver flexible service solutions on behalf of care organisations.
In addition, we also provide service delivery through connected devices in support of independent living.
We view success as an organisation not just within the confines of own business growth but also through the success of our people, our clients and their end customers. Our philosophy is that only through their success, can we assure our own.
There is no universal single measure of what success looks like for a client. It’s different for everyone. Some are looking to modernise their technology and contact centre operations, others are looking to make a key difference in people’s lives, others look to drive efficiency.
The first step is a collaborative one, where we work closely with you to capture your vision for the service, communication channels, inputs and outputs.
A functional specification is written up for your approval, and a technical specification for our development team. After system and user acceptance processes are approved, it’s time to set a live date.
We’ll get to work delivering your vision – you’ll be in the safe hands of a dedicated project manager.
We don’t want your strategy to stagnate, which is why we follow a change management process for any subsequent service developments or amendments. We want our service to evolve with your business, and the needs of your customers.