Case studies and testimonials

bristol logo smallBristol City Council
Read full case study

..Inform‘s Client Support team has an unusual mix of operational experience and technical expertise that has proved vital in successfully implementing and growing our services. Our use of the service is still evolving as it is fine-tuned to match our needs and we have built a good working relationship with the Inform team who always respond to our requirements in a timely and professional manner. By reducing the volume of calls our Contact Centre receives for some service areas by up to 30%, Self Service has proved to be                                                              valuable tool in our channel shift strategy.

Simon Evans, Service Development Manager


edinburgh logo smallCity of Edinburgh Council
Read full case study
The service has been a roaring success in terms of providing 24/7 customer service, resolving large volumes of calls and releasing resources – so we are now operating with less FTE’s than last year. Due to the high volume of calls received by our Revenues and Benefits department, we needed to be confident that any support system could handle peaks and troughs in demand. Self Service has exceeded our expectations and I am confident our customers are able to access or leave accurate information 24 hours a day. Having successfully answered over 173,000 enquiries in the first six months, Self Service has provided invaluable support to our Contact Centre and bridged the gap between customer demand and available resources

Head of Revenues & Benefits at City of Edinburgh Council

cornwall logo smallCornwall Council
Read full case study
The number of calls being resolved has remained around 50% which is far better than we had hoped.
We have added several important extra options since we went live, the most significant was a landlord option to connect straight to a trained officer. This was created in a few days and after user testing was live within a week. (Inform) are very obliging and responsive with any adjustments that we have asked for.
Last week I reported delivery of my £150k (full year) savings without dropping service. This was mainly due to 360 Self Service.

Wayne Smith, Assistant Head Of Shared Services – Customer Contact



guildford logo smallGuildford Borough Council
Read full case study
Self Service has delivered substantial cost and efficiency savings within Revenues and Benefits at Guildford Borough Council.
The solution from Inform has exceeded our expectations, successfully resolving over 65% of calls and releasing our advisors to assist with greater numbers of vulnerable callers.
As an integral part of our Channel Shift Strategy, Self Service has reduced calls in the Contact Centre, enabled us to increase productivity in both front and back office and offer an improved level of customer service round the clock. Inform’s unique mix of technical and operational expertise has been a key factor in the development of the service. I am confident Self Service has played a vital role in getting the delicate balance right between delivering excellent customer service and good business benefits.

Steve White, Executive Head of Finance

sandwell logo smallSandwell Metropolitan Council
Read full case study
Self Service has played a crucial part in our call handling strategy and we are pleased to announce we will be extending our partnership with Inform Communications for another year. Since implementation the service has answered approximately 23,000 calls per month and successfully retained and resolved 62% of these enquiries, providing the equivalent work of 12 F.T.E’s.
The cost and efficiency gains we have made within our Revenues and Benefits call centre have been considerable. Coupled with this is the greatly improved 24/7 service to our customers, who can now access Revenues and Benefits information round the clock without waiting in lengthy queues or being told we are closed.

Ian Hubball, Revenues and Benefits Manager

tower hamlets logo smallLondon Borough of Tower Hamlets
Read full case study
…Self Service has played a crucial part in our call handling strategy, providing customers with 24/7 service access, and handling over 50% of enquiries without agent’s involvement.
This has greatly improved our service to customers who can now access information at a time convenient to them without waiting in lengthy queues or being told we are closed.
In addition, agents take only the calls that need their expertise, and a greater number are resolved at first point of contact.

Steve Hill, Benefits Manager