Digital Transformation

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Most, if not all organisations are realising that customer experience is a key differentiator and that by adopting digital transformation strategies that put the customer at the heart of everything the organisation does, results in higher satisfaction rates for both customers and employees.

Low code platforms are already starting to be widely adopted across most sectors and recently UK Local Government organisations having been reaping the benefits of low code adoption. Here we look at the benefits that can be afforded to Social Housing Associations and other organisations from implementing a low code digital platform.

Organisations can reduce the time taken responding to customer queries and improve customer satisfaction by offering an online customer portal.

CRM stands for Customer Relationship Management and often refers to the system an organisation uses to record interactions with customers and analyse data. The purpose of a CRM is to collect data that can be used to better serve customers.

More and more organisations of all sizes have realised the benefits that can be gained from implementing an organisation-wide digital platform.  From self-service portals that allow your customers to access your services 24/7/365 from anywhere in the world, to advanced workflows and end-to-end digital processes, Digital Platforms have become an integral part of the way that forward-thinking Organisations deliver their services to a customer base that increasingly expects to be able to interact via digital channels.

Back in 2019, before the words "pandemic", "vaccine" and "lockdown" were at the forefront of everyone's mind, Meritec won a contract with Derbyshire Dales District Council to help them deliver on their ambitious Digital Transformation aspirations. This was to be achieved by leveraging Meritec’s own unique Digital Platform and associated pre-built solutions.

After being awarded the contract, the Council highlighted that Meritec's experience in delivering similar complex projects (using our range of Digital Solutions), our friendly & easy to work with team, plus our proven partnership approach were key factors in their decision to award Meritec the contract.

In this article, Haydn Howard puts some questions to Caryl James of Richmondshire District Council about enhancing the customer experience through transforming online services. Haydn asks Caryl 'What was your key driver for delivering an entirely new customer focused website?', 'How have been your experiences of working with Meritec?' and much more.....

Modern technologies are providing a huge opportunity in the public sector to migrate from legacy systems. The benefits of such change are measured most especially in terms of dramatically reduced costs, raised service standards, channel shift and forward flexibility.

Though reducing in scale, there nevertheless remains a huge inventory of legacy systems in public organisations not only in areas such as customer relationship management and many other corporate functions but also in frontline services.

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