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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Rating lawyers by their wins and losses – a good idea?

Robert Ambrogi

Lawyers will give you any number of reasons why their win-loss rates in court are not accurate reflections of their legal skills. Yet a growing number of companies are evaluating lawyers by this standard – compiling and analysing lawyers’ litigation track records to help consumers and businesses make more-informed hiring decisions. The shortcomings of evaluating lawyers by win rates are many. Not least of them is that so few cases ever make it to a win or loss. Of equal concern is that, in the nuances of law practice, it is not always obvious what constitutes a win or a loss.

February 22nd, 2017