In 2018, Preston City Council put their digital transformation project into motion in order to transform the way their customer service centre operates to benefit their citizens and staff alike.

Having identified key metrics that the transformation would target allowed Preston to make an informed decision as to which solution on the market is best fit for purpose.

The goal in mind was to enable customers to self-serve their own document scans in a simple yet effective manner – reducing waiting times and queues in their customer service centre as well as reducing the time taken by staff to index and scan, freeing them up to provide in-depth support to those who need it the most. In order to do this, Preston teamed up with Looking Local to bring a cost-effective solution to their customer service centre. That being the self-serve document scanning platform ScanStation and mobile-app MyScan, which has reduced traffic in their customer service centre and empowered citizens to scan at home or on-the-go.

With help from Preston, we have produced a case study detailing their journey to self-service with ScanStation and MyScan, both of which have completely shifted the way in which their customer service centre operates.