How DVLA is using Salesforce to modernise customer service and break away from legacy
The Driver and Vehicle Licensing Agency (DVLA) is leading the way when it comes to creating an operationally efficient contact centre.
The Driver and Vehicle Licensing Agency (DVLA) is leading the way when it comes to creating an operationally efficient contact centre.
‘We got over 60,000 tickets to the service desk team in six months; of these, 85.9% were resolved on first contact’
North West council says digital transformation has reduced contact centre drop-ins by 95%
The use of AWS is merely the first foray into cloud services as part of a wider cloud agnostic strategy at NHS BSA.
ServiceNow has expanded from ITSM into HCM and customer service management. Government, mobile and AI are big agenda items now,
Akanksha Sharma, enterprise lead at the GSA, spoke at Dreamforce how the organisation is re-platforming for a customer-focused future.
BT has fallen in line with other communications providers and proven to provide a disjointed and frankly terrible service to its customers.
Salesforce and Oracle have made moves on the service management space, but they're coming at it from a different direction, insists ServiceNow CEO Frank Slootman.
CSC is in transition from traditional big ticket IT outsourcer to provider of cloud services in a digital world. But it's a bumpy road to travel.