As part of ongoing efforts to improve your experience when contacting us, we will shortly begin rolling out a new omnichannel platform. Delivered in partnership with the City of Wolverhampton Council, this change brings all contact channels into one place, helping us respond more quickly, consistently, and personally.
What is omnichannel?
The omnichannel platform brings all customer contact channels into one platform. This includes telephone calls, emails, and contact via My Account app. This will provide one method of contact which will be handled by our Customer Contact and Access team, and we will be able to view customer contact in one place. This makes it easier to continue conversations, provide a consistent service and avoid duplication.
When will the omnichannel platform go live?
We are launching our new system on 30 July 2025.
How will this benefit you?
- A quicker, more efficient service – enquiries can be prioritised and handled more effectively.
- More personalised support – allows for tailored responses based on previous interactions.
We are committed to improving your experience and welcome any feedback as we implement this new service.