Kent County Council improves pension department CX with Luware Nimbus

Kent County Council has significantly enhanced its pension department's efficiency by adopting Luware Nimbus, an advanced contact centre solution integrated with Microsoft Teams. This move, in collaboration with IT provider Cantium Solutions and Luware partner Resonate, has led to a notable 44% increase in answered calls, alongside reduced call transfers and an improved customer experience.

The council was previously grappling with outdated phone systems and limited data visibility, resulting in inefficient contact management and high call abandonment rates.

"We were missing over a third of calls," explained Caroline Howick, Team Manager - Pensions at the council. "We’d been trying to monitor calls with spreadsheets, but there was no reliable data to act on."

"There were quite a few things that we got excited about with Luware Nimbus," Howick added. "It looked easy to use, even for a team like ours that isn’t made up of contact centre experts. I was able to set up workflows myself, and the reporting gave us visibility we never had before."

Since deploying Nimbus, the council has witnessed transformative results, including:

• 95% of calls now answered, up from just over 50% previously
• Queue times reduced to an average of 30 seconds
• Significant drop in call transfers and missed calls
• Improved first-call resolution, allowing staff to address queries efficiently

More than just numbers, Luware Nimbus has enhanced internal collaboration and workforce planning. Its integration with Microsoft Teams allows dynamic self-service, real-time responsiveness, and seamless departmental communication.

"We’re proud to support Kent County Council on its journey to modernise citizen services," said Jordan Bloor, Public Sector Specialist at Luware. "Public sector organisations face unique challenges; limited resources, complex compliance needs, and rising citizen expectations. With Luware Nimbus, we’re enabling councils like Kent to transform communication and service delivery with agility, visibility, and control, all within the familiar Microsoft Teams environment."

As a Software as a Service running natively in the Microsoft Azure cloud, Luware Nimbus facilitates effortless service setup with minimal configuration effort and IT expertise. It's the only all-in-one platform built natively for Microsoft Teams that supports every key communication scenario within an organisation.

Initially deployed in the pension department with 60 licences, Luware Nimbus is now utilised by over 300 users across Kent County Council's departments, with plans for further expansion already underway.