Streamlining administration & support to accelerate UK businesses
Companies House is the executive agency of the British Government that maintains the register of companies for England, Wales, Scotland and Northern Ireland.
About Companies House
Companies House is an executive agency of the UK Government responsible for maintaining the official register of companies in England, Wales, Scotland, and Northern Ireland. It processes over 1,000 employees and handles millions of transactions annually.
The Challenge
Companies House needed to modernise its contact centre operations to deliver a digitally-led customer experience. Legacy systems and processes were limiting the organisation’s ability to respond to increasing demand and evolving citizen expectations.
The Solution
StableLogic delivered a comprehensive contact centre strategy engagement. This included a full assessment of the current operation, benchmarking against best practice, and the design of a future-state operating model.
The strategy covered technology platform selection, channel strategy, workforce planning, and a phased implementation roadmap to transition from the legacy environment to a modern, cloud-based contact centre platform.
The Results
- Clear, phased roadmap for contact centre modernisation
- Technology platform selected through a rigorous evaluation process
- Digitally-led customer experience strategy aligned with Government Digital Service standards
- Improved operational efficiency and reduced manual processing