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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Helen Hamilton Shaw 2

I visit a lot of different businesses in the course of my job – both law firms and other types of organisations. This gives me a unique opportunity to compare how the legal sector is shaping up against the commercial world in how they welcome visitors to their business, and it’s fair to say that those that go the extra mile certainly stand out.

October 21st, 2016