Case Study
The London Borough of Brent Council serves one of London's most diverse populations, providing essential services like housing and education. In 2022, they launched their "Contact Brent" Customer Access Strategy, focusing on delivering fast and empathetic service while building toward a digital-first approach by 2026.
As a result, it needed to modernize and streamline service delivery, especially in the Housing and Housing Needs Department.
So, the Council aimed to implement an enterprise-wide Case Management system that would serve as a single source of truth across the department. The goal was to significantly improve operational efficiency, ensure a more consistent and high-quality service experience, and enhance the responsiveness and effectiveness of the call center in managing customer interactions and housing-related enquiries.
Infosys’ expertise and experience, bolstered by Infosys Cobalt—a suite of cloud-first offerings—convinced the Council that they would be the best service provider to implement the Case Management system.
This transformation has fundamentally changed how we serve our residents. With a single view of each case and 24/7 self-service options, we’re now able to resolve enquiries faster and more consistently. It’s a big step toward delivering on our promise of a truly customer-centric Council.
Madeleine Leathley
Head of Digital Transformation Communications,Insight and Innovation Service Reform & Strategy, Brent Council
Key Challenges
- Fragmented systems created operational inefficiencies and hampered service delivery.
- Inconsistent service quality resulted from the lack of standardized processes and information sources.
- Case tracking and resolution suffered from poor visibility and disconnected workflows.
- Call center effectiveness was limited by an inability to access comprehensive customer information in one place.
- Absence of a single source of truth prevented holistic customer service and hindered data-driven decision making.
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Talk To ExpertsThe Solution
Aiming for High-Quality Service
A comprehensive solution centered around Microsoft Dynamics 365 Case Management was implemented to address the Council’s need for a unified and efficient service experience. The thorough approach included a standardized blueprint, mobile applications for field operations, centralized data migration, real-time external integrations, Azure-based global search functionality, a resident self-service portal, and robust Microsoft Dynamics 365 and Power BI reporting capabilities. Proactive communication with the Council throughout implementation ensured smooth collaboration and swift dependency resolution.
Solution Highlights - Delivering Connected Experiences
Infosys ensured seamless integrations between legacy systems and Microsoft Dynamics 365 CRM, achieved through a staging database, to ensure data continuity and system coherence.
We unified all Housing processes into the Case Management System, making way for a standardized setup and boosting service quality.
Infosys utilized the Canvas app for tracking and managing vendor cleaning tasks and set up out-of-the-box reports to track case status and team performance.
We proposed a data warehouse design that would centralize all organizational data, enabling holistic access to customer data.
Infosys provided the ability for a global search across multiple Microsoft Dynamics 365 instances and data sources outside it, built on the Azure stack, establishing a unified view of customer data.
Benefits
15% reduction in call-handling time.
24*7 system availability enabled faster transactions and increased customer
50% reduction in calls and letters through ‘self-service enablement’.
50% drop in manual effort.
Introduction of bulk communications feature for ease of information dissemination to the
Significant reduction in officers’ lead time to serve the residents.
Increase in officer performance and per-week application resolution.
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