Service brings the benefits of online self-service into the contact centre.
Designed with, and for, the public sector, Service has the extra functionality and administration needed to manage all online and staff-assisted contact channels on the same platform.
Using Service, your customers can enjoy consistently excellent customer service however, and whenever, they contact you.
Service, like Self – our self-service solution - is underpinned by our ‘Customer Index’ that creates and maintains a single customer record used by all back-office systems and channels.
This innovative approach increases efficiencies by preventing data duplication, service silos and saves vital staff time.
Service has four main workspaces (Reception, Face-to face, Inbox and Phone Team) as well as an administration interface and the ability for you to create custom workspaces. This ensures that every staff-assisted channel is catered for.
Over 150 UK councils rely on our Platform!
Firmstep is a leader in helping local government to build and deliver better services.
Over 45 local authorities already use Service because it lets them:
Find and progress cases faster than ever before by using the powerful search options and contextual scripting features.
Create a single customer record that holds customer interactions centrally and gives Customer Service Advisors easy access to full case histories.
Reduce development costs.
Avoid expensive management overheads due to its cloud-based system.
Gather business intelligence through in-built reports, google analytics and a nightly data export.
Firmstep’s Service in action
The Warwickshire Direct Partnership, consisting of 6 Local Authorities, recognised the need to replace their dated CRM system with a modern, cloud-based, intuitive one with the aim of making significant savings to its operational costs.
Warwickshire Direct went live with Firmstep in just 56 days and is providing a number of online services for users in order to improve the capacity of its overall service operation to meet rising demand. A range of popular council services have been migrated to an online platform where residents will get access to a secure, easy-to-use method for accessing local services and completing transactions.
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Firmstep is a private limited company registered in England & Wales. Company Nr. 4283951 - VAT Nr. 792638878. Head Office 154-158 Shoreditch High St, London E1 6HU. Registered Office St John's Innovation Centre, Cowley Road, Cambridge CB4 0WS.