Situation: West Northamptonshire Council was formed from the merger of four legacy councils. However, we found ourselves faced with 4 separate customer hubs, each with its own dedicated customer service team. This fragmentation meant that customers seeking assistance encountered varying systems, setups, and processes depending on their geographical location. It was clear: our valued customers needed a single, unified front door and consistent service, regardless of where they live or the nature of their queries.
Our ingenious solution: Enter our Design Diamonds and Determined Developers, a formidable team dedicated to conquering this challenge head-on. We embarked on a mission to consolidate multiple systems and processes inherited from the four legacy councils into a singular, harmonious entity: the Jadu CXM solution. Through collaboration and innovation, we have started to weave together the threads of our disparate systems, creating a unified and seamless experience for our customers.
A glimpse into the future: But our journey towards excellence is far from over. As we stand today, our former Daventry District Council serves as the final hub awaiting integration into our Jadu CXM Instance which is due to be completed by the end of 2023. After completing, we will continue to iterate on the system, depending on our user’s needs.