Dudley Council

We spoke to Kelly Read from Dudley Council’s Lead Income team about their experience with MaxContact, what led them to seek a new solution and how it has transformed their operations.

Managing rental payments and arrears for over 21,000 properties presented significant challenges for Dudley Council. The Lead Income team needed a system that could streamline their operations, improve performance monitoring, and enhance their ability to serve the community effectively.

The council faced several key challenges in their day-to-day operations. Efficiently managing a large volume of rental payments was a constant struggle, as was effectively tracking and chasing arrears.

The team also needed better tools for monitoring performance and identifying areas for improvement. Additionally, they were looking to reduce their reliance on external support for system updates, which often caused delays in making necessary changes.

The council required a solution that would not only address these challenges but also empower their team to work more independently and efficiently. They needed a system that could handle their complex requirements while also being user-friendly enough for the team to manage on their own.

Dudley Council implemented MaxContact’s dialler system, complete with bespoke reporting capabilities. This tailored solution addressed their specific needs for efficient rental income collection and arrears management.

The MaxContact solution included an advanced dialler system for efficient outreach, allowing the team to manage their large volume of calls more effectively. The reporting feature was implemented to provide better performance management and service monitoring, giving the team valuable insights into their operations.

A key aspect of the solution was its user-friendly interface, which allowed for ease of use and independent system updates. This feature was crucial in empowering the team to make necessary changes without relying on external support. MaxContact also provided comprehensive training and on-site support during implementation, ensuring a smooth transition to the new system.

“Working with MaxContact from the outset has been really positive,” says Kelly. “They understood what we wanted from a product. They were able to provide us a demonstration that gave us that.”

The implementation of MaxContact’s solution has made a significant difference to Dudley Council’s operations. The improved reporting capabilities have been particularly impactful. Kelly explains, “We devised what we wanted from a report to be able to performance manage, and MaxContact was able to give us the reports that we needed, and to make sure our service is closely monitored and be able to identify where any improvements are needed.”

Despite initial apprehensions about switching systems, the council found the transition process to be seamless. “The training that was given by MaxContact was very useful and well received by the team,” Kelly recalls. This smooth transition was crucial in maintaining the team’s productivity during the change.

One of the most significant improvements was the increased autonomy the new system provided. Kelly highlights, “One of the main benefits for us with MaxContact is us being able to amend the system without having to rely on other people, that’s been a key factor for us.” This ability to manage the system independently has greatly improved the team’s efficiency and responsiveness.

The user-friendly interface and the ability to make real-time adjustments have also enhanced team confidence. Staff members now feel more empowered to take control of their work processes, leading to improved morale and productivity.

“The whole experience right from the very outset with MaxContact has been great. Can’t really fault them at all. It’s been a real positive experience. It’s been a great service, right from the beginning,” Kelly concludes.

For Dudley Council, MaxContact’s solution has resulted in more efficient rental income collection, enhanced performance monitoring, and increased team empowerment. These improvements have allowed the council to manage its properties more effectively and respond to residents’ needs more promptly, making a real difference in how they serve their community.