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Salesforce self-service platform helps Aylesbury Vale district council save millions

Tom Macaulay | March 29, 2017
The 'My Account' platform brings commercial practices to the public sector.

"Most councils are hoping the casual customers go back to the golden age when they would queue up outside and don't mind queuing in the rain, and then fill their name and address in 14 times on bits of Xeroxed paper," says Grant.

"You've got to try and predict where your customers have got to, and talk about them as customers, not as citizens or people that just have your service.

"You've got to stop thinking like you're used to thinking, and that's a bit easy to say and hard to do, but I think the results are a slicker and more effective organisation, and one that's sustainable."


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