…Read here what Croydon Council think of Self Service

Inform Self Service

"The affordable way to give your customers 24-hour access to your organisation via telephone, e-mail and links from your website"

What is Inform Self Service- and how can it help?
It's an affordable way of achieving rapid, vast leaps forward in Customer Service by giving your customers comprehensive, interactive access to you via telephone, e-mail and the web, 24-hours a day, 365 days a year.

It's a management system for your information! Not only does Inform Self Service provide true 24-hour communications, it also addresses the problems of how to pull together and rigorously maintain the accuracy and relevance of your information.
At its heart is one central, powerful and dynamic database of information about your department or entire organisation. This is initially built by our design team and proactively maintained by our Customer Support Team. We will agree who is responsible in your team for each section of information and regularly encourage and support them in advising of any updates, changes or additions. A simple e-mail or call from you will ensure that, very quickly, your telephone, e-mail and web-link information services are all simultaneously amended.
The result? Accurate, consistent, reliable, multi-channel information.

It's a suite of fully automated telephone, email and web-link services that allow your customers to interact with you, 24 hours a day, by using simple menu functions to quickly find the information they require. According to rules set by you, more complex enquiries can be transferred or directed to your own, designated, staff.

It's not software! You don't buy any equipment, you don't change any of your in-house facilities, and you don't have to take on, re-deploy or re-train any personnel.

It's a fully managed off-site service.
We provide and maintain all of the computer software and hardware, the telecommunications, the technical support, the software designers, the help-desk for updates & changes and full, on-going project management. We provide all this for one affordable, fixed monthly fee.

When should we use it?
It's your choice!

• As a permanent filter, answering all initial enquiries 24-hours a day, only allowing more complicated or urgent enquiries through to your response teams during normal office hours.
• As a comprehensive, out-of-hours facility.
• A combination of these two options which can change and evolve with your requirements eg. As an overflow facility during peak periods or to cover staff shortages/ holidays etc.

Reporting
You can of course trust us to answer all your enquiries quickly and efficiently, but we're here to do far more than that. We're here to work closely at your side, providing you with meaningful and valuable feedback from your customers, with accurate and detailed statistics on communication types and patterns.
Our statistics will show you on a monthly, weekly, daily or even half-hourly basis, the exact number of enquiries that have been received - and how quickly they have been processed.
We'll also keep you informed of other important information such as what questions are currently being asked, and what categories of information are most commonly enquired about.

Benefits
An improved level of customer service and access to your information, 24-hours a day.
The ability to quickly and easily update information in a single co-ordinated way and have support in managing and maintaining the accuracy of your information.
Cost-saving opportunities presented by greatly reducing the need for skilled team members to spend time responding to FAQs or performing simple, repetitive tasks. The entire cost of the service could be more than recovered from these savings.
Facilitates the instant, accurate collection of data and produces highly detailed reports that can be used as vital management tools to track and analyse enquiries, measure response, profile customers and plan future strategy.

Because Inform Self Service is provided off-site as a fully managed and hosted service, this means:

• No purchase and maintenance of new hardware, software or telephony systems.
• No integration or compatibility issues with current systems.
• No recruitment or training of new technical or support staff.
• No additional demands on or training of current staff.
• Total flexibility and scalability. You choose the level of support you require and change it whenever required.
• A complete disaster recovery solution in the event of an unforeseen occurrence at your site.

Some of our clients

Bath & North East Somerset Council

Edinburgh City Council

Wokingham District Council