Staffino UK Ltd

Stand Number : E41

Staffino is a versatile cloud-based Customer Insight solution which is easy to implement and use.

It provides real-time, actionable data using free-text feedback relating directly to individual staff, products and/or services.

Our approach ensures maximum response rates, helping businesses to understand and manage both Customer Experience and Customer Journey.

Staffino and Southwark Council

Background

Southwark Council serve one of London’s largest boroughs. With a population of

250,000, the community is highly diverse, with wealthier areas in close proximity to

some of the highest levels of social housing in the City.

Southwark’s Housing Repairs contact centre supports tenants of social housing in the

borough, providing support and property maintenance (via sub-contracted external

suppliers). The council needed to improve their customer service processes to solves

problems faced by their housing tenants faster and more effectively.

Why Staffino was needed

The management team in Housing Repairs needed to:

Increase the amount of problems resolved in the customers first call

Identify ‘non-conformance’ issues (incorrect provision of services by contractors)

Pinpoint service areas where improvement were needed

Clarify which specific aspects of their services needed to be improved

Increase response rates and total volume of feedback received from customers (from

current levels at 3-4%)

Improve customer satisfaction and save customer service agent time by reducing

‘avoidable contact’

How the pilot worked

Staffino was initially deployed using the ‘requested’ system within a section of

Southwark Council’s Housing Repairs contact centre team. They collected feedback on

a sample of 40 customer service agents, over a period of 3 months, in order to assess

Staffino’s effectiveness, prior to a roll-out across the entire contact centre.

 

“The insight and engagement Staffino has given us has helped speed up resolution times.

The positive customer feedback we have received has had a huge impact on our employee morale and engagement.”

Langa Ncayiyana

Customer Services Manager