How the City of Raleigh is streamlining customer interactions to deliver better outcomes

The Challenge: Resource-intensive, manual customer service workflows cause staff stress and customer frustration‍

Frontline teams in the Planning & Development Services Department are responsible for collecting and conveying detailed information to customers accessing municipal building services (permits, inspections, etc). Staff lose time to lengthy phone conversations with customers, back-and-forth email conversations, and frustrating follow-ups. Not to mention, customers often get shuffled from one department to another without much clarity. As a result, staff have stressful workloads manually dealing with customers, and customers are frustrated due to inconsistent and unclear information. 

The Solution: Streamlining staff’s customer interactions‍

The Planning & Development Services Department was looking for a solution that would ensure that every member of staff could confidently send clear, consistent, and complete information. However, the department’s leadership knew that increased consistency and clarity across teams would take more staff resources with the current manual workflow. So, they were looking for a solution that would increase information consistency and accuracy while decreasing staff workloads. We partnered with the City of Raleigh’s Planning & Development Services Department to improve staff workloads and customer outcomes. 

Our solution, Acta Mustang™, is a ready-to-use shared library of configurable templates that staff deploy into customer conversations. Our no-code solution enables Raleigh’s team to resolve customer issues faster from the comfort of their email inbox. 

The Building Customer Service Team turned to Acta Mustang™ for two main reasons: to save staff time in customer interactions and to deliver consistent customer service. ‍

In just one month of using Acta Mustang™, Raleigh was able to achieve and deliver better business outcomes: 

• Staff saved 110 hours across 5 team members, valued at $3,760/mo in cost-savings to the Department
• Each staff member saved an average of 25 minutes per customer interaction 
• Eliminated back and forth email chains with customers
• Customer satisfaction increased because they received consistent, clear, and robust information. 
• Staff decreased phone hold times--increasing customer satisfaction and decreasing phone backlog. ‍

The Impact of Acta Mustang™: Staff gets time back and customers get the information they need faster 

• Speeding up staff workflow and delivering a smoother customer experience

“The add-in saves me, on average, 20-25 minutes for every customer interaction l I use it for.” 

• Eliminating back and forth with customers 
  

“Whenever I send a payments email using Acta Mustang™, I don’t spend any time in the frustrating back and forth. The customer knows exactly what to do now because the emails are clear every time without me having to worry about it.” 

• Increasing staff focus and customer clarity 
  

“Now, if I have to answer phone calls while I’m responding to emails, I can just click on an Acta template instead of losing my place to answer a phone call and spend time figuring out where I left off. The communication is easier for me and clearer to the customer.” 

See how Acta Mustang™ can help your team streamline your customer interactions. Our no-code solution can be implemented within a day and delivers immediate improvements.  Visit www.actasolutions.io and click “Schedule a Demo” to get started.