With a large percentage of its constituents living quite a distance from the its offices, the Council were looking for a quick and easy way for residents to report problems (noise, fly-tipping, etc) and to ask questions.
SMS-based communication was the obvious choice and ProcessFlows were commissioned to supply one of their bi-directional Text Messaging Solutions, which was funded by a Government grant.
Peter Rowbotham, Customer services manager at Harborough Council said “The challenge was about making it easier for people to contact the council. Not everyone has the time to visit the council offices in person and can find texting questions and service requests easier and faster.“
With the system installed and integrated, incoming SMS messages are now automatically converted and then delivered to the Council’s contact centre in the form of an email, which can be replied to in the email client and then delivered back to the sender as an SMS.