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Minimise customer contact costs

Dramatically lower the cost of each customer contact with a self-service experience that residents understand intuitively.

SocietyWorks services slot right into your customer contact centre with no trouble at all.

Take FixMyStreet Pro: With no restrictions on the number of users, you can be sure that all of your staff can make use of the powerful management and control features. Permissions are fine grained as well, so you can decide exactly what each of your team members can see and do.

Customer contact staff can log straight into your custom branded version of FixMyStreet to keep track of each query as it comes in.

Increase efficiency

As standard, all of our services ensure that each report you receive is automatically sent to the correct person, team, authority or contractor, based on location, category and priority; and with automatic responses set up, in most cases the contact centre won’t ever need to get involved.

Tools for customer contact staff

If you do ever need to intervene, we put handy tools at your disposal, including moderation of reports and the ability to report on behalf of a resident if they call in or email with a report. Make reports as ‘the council’ or as the resident themselves, transferring any further contact to online and removing the need for call backs.

Text or email reminders

Let citizens choose text or email updates to have reminders sent to them about their report or request thanks to integration with services such as GOV.UK Notify.

Take payments online

Maximise income while you minimise customer contact costs by making it easy for citizens to pay for bulky waste collections or set up green garden waste subscriptions and renewals online – all in a day’s work for our WasteWorks service.

Help your residents help you

Provide contextual help at each stage of the reporting or requesting process, whether that’s intelligently leveraging already-published information for citizens making an FOI request via FOI Works, or letting citizens know about planned roadworks before they report a problem on FixMyStreet Pro.

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