Ombudsman Services transform into a customer centric, 24/7 service

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11 October 2013


Ombudsman Services provides consumer dispute resolution services for major industries, including the Communications, Energy, Property and Copyright Licensing sectors. Last year Ombudsman Services resolved over 18,000 complaints and handled around 203,000 queries via the post (38%) and telephone (62%).

By deploying the Peppermint Platform , Ombudsman Services can deliver online services 365 days a year, making accessibility to the service easier and faster for consumers. Ombudsman Services provides self-assessment facilities and has expanded customer service channels to include secure service portals and text messaging. The primary benefit has been to improve the case management service by making it quicker and more transparent; however the Peppermint Platform has also reduced costs and improve operational efficiency.

Watch this case study video to discover the business impact:

 



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Legal Futures Blog

McKenzie Friends – a storm in a teapot

Legal Futures Conference 2011Photo by Jonathan Goldberg

If the recent furore about McKenzie Friend Marketplace shows anything, it is that the profession remains acutely sensitive to the apparent threat of competition by unregulated entrants into the legal landscape. But for an outside observer, the whole McKenzie Friend debate remains curiously overblown: if not a storm in a teacup, a storm at least in a teapot. For all the characteristic sturm und drang of the Law Society’s response to last year’s senior judiciary consultation, there was pretty widespread agreement among most respondents that McKenzie Friends are here to stay.

April 28th, 2017