Peppermint Technology has announced a five year contract with Ombudsman Services to provide an ADR (Alternative Dispute Resolution) handling system via the Peppermint Platform. The Platform will enable the Ombudsman Services to deliver improved and consistent client services through multiple channels.
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 will deliver a new online service 365 days a year, making accessibility to the service easier and faster for consumers. Ombudsman Services has planned the provision of self-assessment facilities and expanding customer service channels to include secure service portals and text messaging. The primary benefit will be to improve the service by making it quicker and more transparent; however the Peppermint Platform will also reduce costs and improve operational efficiency.
Director of Corporate Services, Richard Brown, commented, “Everything we do is geared towards high quality independent complaints resolution, improving customer service and providing value for money. After a rigorous selection process we are delighted to be working with Peppermint to expand and improve the services we offer without increasing costs or headcount.”
Arlene Adams, CEO of Peppermint Technology, added, “Extending Peppermint’s presence into the Ombudsman market is a real demonstration of the flexibility of the Peppermint Platform to serve any business recognising the value of one system across the entire business. Peppermint is proud to welcome the Ombudsman Services to the fast growing Peppermint community.”