Guildford Council aspired to improve their services by providing a richer digital experience to their customers and call-centre agents and enhancing operational efficiency. To achieve their strategic goal, it was crucial to introduce an integration platform to connect cloud-based services, like Salesforce, with internal systems. To evaluate the MuleSoft integration platform’s suitability, high-security level, and ease of use, Guildford Council engaged Infomentum to conduct a 1-day bespoke integration workshop.
Guildford Council selected the waste management service to test API-connectivity.
"Infomentum’s hackathon included very useful overviews of the MuleSoft product suite alongside a vision on how the product can improve systems, process, and customer experience.”
- Robert Spiers, Data and Applications Manager at Guildford Borough Council
Now that the council has proven the power of API-led integration, they can confidently apply it to their processes. Our team is currently working on optimising the Housing service, especially the repairs management and reporting. The incumbent process is highly manual. It relies heavily on the call handlers who use multiple siloed systems to update the CRM and find and book the repairs.
By connecting siloed backend systems to their website, the citizens will be able to report a repair, book a slot and track the case progress online.
Optimising the Housing service will bring the council another step closer to providing a better digital experience to their citizens!