Liverpool City Council Customer Service Case Study

This case study details the challenges faced by Liverpool City Council in managing customer service for a population exceeding 200,000. The council's customer service team previously relied on a cumbersome physical manual for resolving queries, which hindered timely updates and first-call resolutions. The objective was to create a single, easily updatable source of truth to enhance customer satisfaction, improve employee engagement, and accelerate onboarding. The implementation of a modern knowledge management system significantly improved the team's ability to resolve inquiries quickly and accurately. Staff satisfaction increased as employees became more confident in the knowledge they shared with customers. The onboarding process for new representatives was reduced from 26 weeks to just four weeks, showcasing the system's effectiveness. The council is also planning to extend the use of this system to additional citizen-facing centers, demonstrating its potential for broader application in enhancing customer service.