Innovate UK is the UK’s innovation agency – a non-departmental public body tasked with accelerating the UK’s economic growth by stimulating and supporting business-led innovation.
Despite the agency’s achievements, Innovate UK’s customer service team was being held back from efficiently managing its 45,000 email and phone enquiries a year because of unsuitable legacy back-end systems. The customer service team was working with separate data sets of customer records which then resulted in duplicate records. That made it difficult to track customer interactions throughout their journey from funding application all the way through to assessment and funding award.
Last year, Innovate UK partnered with Methods Digital to replace unsuitable legacy back-end systems with a modern cloud-based platform that would allow them to manage customer interactions more efficiently. The project involved implementing the well-established out-of-the-box Salesforce CRM platform.
Getting rid of its old data silos and bringing all the customer data onto one platform has enabled Innovate UK to improve its communication with customers and its service delivery. Innovate UK is now able to operate much more efficiently and this transformation project is expected to deliver about £100K of cost savings in the next few years. Read the full story.
To learn more, watch the webinar recording where Innovate UK’s customer service manager Nicole Pethybridge and Methods Digital Salesforces director David Biden share how they got rid of data silos and improved service delivery and efficiency at Innovate UK. In this webinar, both speakers share tips on what worked well, didn’t work so well, and offer some sound advice on how to successfully implement a digital transformation programme this size.