Sam Larner

Customer Services Digitisation

Haringey wanted to better meet customer needs under the weight of individual contacts and face to face sessions. The most common contacts relating to: council tax, parking, education and logging requests, were automated. Customers phone calls were 'carried' over to digital alternatives via texts giving exact web links to online support and account set up. Automated "call backs" evened out the demand and reduced waiting times by 85%. Overall complaints vanished and response times halved. Face to face Customer service agents, came out from behind desks and used touch screens to demonstrate to people queuing; how they could self-serve. The resultant products and process really delighted customers as lockdown commenced, face-to-face services closed and Covid specific services were added. 

ITIL 4

Implementing Halo ITSM


Imagine zero increase in support needs during a helpdesk system change over, supporting 3000 staff in IT, HR and Finance; where no one says "How do I do it now" or "what's the new system". 
Beyond delivering a new helpdesk system and process for employees, Sam Larner ensured all requests for help, change or services had a clear path for prioritisation against need, urgency and compatibility with the corporate strategy. 

Change Management communications combined with guided one click process changes and bite-size online training videos, led to a seamless system change, later creating 40% reduction in direct contact as online guidance was better used.

Transforming Enrolement

The issue

Imagine arriving at university on your first day, to find you have to queue for several hours in different places to get your enrollment, course credentials, logins, student ID and join the Students' Union. Then, if you're from overseas, join another long queue for visa checking. It literally took all day.





Solution

At London Met Sam Larner converted paper and face to face transactional processes into a "pre-registration" online, for a no wait, in your own time experience. No queueing, simply photograph and upload your documentation and compete the simplified online forms. When it was time to pick up your ID, just hang out in the university cafe, peruse the student society stalls or support services, meet fellow freshers and wait for your number to be called.

How

With better signage and wayfinding than Legoland, it was a simple task to find your department and course leader.
All of this was designed with staff and students using Agile and Scrum techniques to challenge the opinions and assumptions of staff over student needs and wants.

© Sam Larner Consultancy Limited