Oxfordshire Council Boosts Service with Zoom Platform (Full Transcript)

[00:00:04] Speaker 1: We had a previous supplier that's doing our CCAS and our voice solution. It wasn't where we wanted it to be in regards to technology. We spent probably about a year actually looking at different solutions and different providers. If I'm honest with you, we got quite fatigued.

[00:00:22] Speaker 2: The experience that our residents had just wasn't what our vision matched. How do we make sure that we're offering digital solutions to people that can use them whilst making sure that those that can't don't get left behind? And to do that, we knew that we had to find something different. We were introduced to Zoom.

[00:00:44] Speaker 1: So we had a really good meeting where we sat down and we went through all of our requirements in terms of improving our customer experience across the organisation.

[00:00:52] Speaker 3: Our initial involvement was actually at our experience centre in London to give them a bit of a broad overview of how they can deliver greater customer experience. And we did that through showing them the variety of the portfolio.

[00:01:02] Speaker 2: I think it was being like in a toy shop when it came to technology. So what we saw with Zoom was this awesome product that came at a price that we could afford.

[00:01:13] Speaker 3: Obviously, like most local authorities, there's always a need to do more with less. So we looked at efficiency gains that can be delivered through use of AI. Obviously, we looked at personalising that journey through Omnichannel. So understanding that resident, understanding the experience that they needed to have and then supporting that journey through the contact centre. And then finally, it's about using data to personalise that journey. So by delivering this through Zoom, they have access to real-time historical reporting, analytics, have the ability to understand both on a personalised journey but equally on a macro level how they can make operational changes to improve that resident experience.

[00:01:41] Speaker 4: For the whole organisation, it's been really, really powerful to reveal a load of data that we never had access to and we can start tailoring our services a bit to what customers want and why customers are contacting us. So the bottom line of all of this really is around our residents and it's really, really important that we don't lose sight of that.

[00:01:56] Speaker 3: What this means for the residents of Oxfordshire County Council is that all of a sudden now they can engage with Oxfordshire in a way that they want to engage.

[00:02:02] Speaker 1: So the people we met at the beginning of our journey are certainly the people that we're still dealing with on a daily basis. The thing that absolutely made the difference was the partnership that Zoom were going to bring to it. I said to Zoom, we're looking for partnership. It's not just about the technology. On day one when we first met the Zoom team, we said to them we wanted them to push us as much as we push them.

[00:02:25] Speaker 2: The future for us is where we're looking at. We have spent the last 12 months, for me, catching up to where we should have been so that we can offer council services outside of the nine to five.

[00:02:38] Speaker 1: So they're learning from us, we're learning from them and it's a really good relationship in terms of it's mutually beneficial. Oxford Learning Oxford Learning