Kent County Council: Transforming customer collaboration

Unlocking seamless service, together

When your teams have the right tools, the difference can be immediate and lasting. For Kent County Council (KCC), that meant a step-change in both customer experience and operational efficiency. With a fully integrated Microsoft Teams contact centre, those disconnected calls became a joined-up service experience.

The challenge

Disconnected calls, disconnected teams

KCC’s departments don’t run traditional call centres. Staff handle customer calls alongside their main responsibilities, which means they need tools that fit naturally into their day-to-day work.

When the council first moved to Microsoft Teams, they relied on the platform’s native features to manage customer contact. Without the right tools, call abandonment rose to 33%, staff became frustrated, and managers lacked the data needed to improve service.

Teams were hesitant to “be on the phones” and managers couldn’t see the analytics they needed to improve service.

The IT team knew they needed a solution that would work across every department, not just a quick fix. The aim was to keep customer contact inside Teams, strengthen collaboration and give staff the right tools to deliver better service.

The solution

Modernising with a Microsoft Teams Contact Centre

We worked with KCC to implement a Luware Nimbus Teams Contact Centre, fully integrated with Microsoft Teams, but with the advanced functionality they were missing.

Key features that made the difference:

Drag-and-drop workflows adapt call flows without relying on IT.

Dynamic, manager-controlled menus route calls quickly and enable self-service where possible.

Skills-based routing make sure every call lands with the right person first time.

Real-time reporting give managers instant insight into volumes, wait times and team performance.

The outcomes

Measurable change and a foundation for the future

44% improvement in call answering 95% of calls are now answered, with queues down to 30 seconds on average.

Empowered teams staff can manage peaks, plan ahead and react in real time without waiting for IT.

Right call, right person skills-based routing cut transfers and improved first-touch resolution.

Continuous improvement real-time analytics drive better processes and smarter use of skilled staff.

What started in the Pensions department is now rolling out council-wide, with over 300 Luware licences in use. It’s proof that modernising collaboration is about solving today’s problems and creating the space and tools for future innovation.

Why it matters

If you’re dealing with fragmented contact channels, limited analytics, or teams stretched too thin, there’s a better way.

With the right integrated contact centre solution, you can:

Empower teams to deliver great service, every time

Get real-time insights that drive continuous improvement

Scale success across the whole organisation and not only in pockets

Let’s talk about your priorities

If the challenges faced by KCC sound familiar let us share what worked for KCC and how it could be adapted for your environment.