Firmstep takes pole position on the Scotland Excel Framework for Hosted Customer Service Solutions

Scotland Excel, the leading shared service organisation operating on behalf of Scotland's 32 Local Authorities, has announced that Firmstep is one of two organisations to join the Scotland Excel Framework for Hosted Customer Service Software. 

As the UK's largest supplier of customer service software to the public sector, with 1 in 3 UK councils using our Platform, Firmstep unsurprisingly scored highest on the Framework, with 83 points. 

Firmstep is already used widely in Scotland with the likes of Highland Council using us to improve their online self-service, Renfrewshire linking their mygovscot accounts so citizens can look after their council taxes online, and Falkirk investing in the full Firmstep Platform to drive channel shift and improve customer services. 

The Firmstep Customer Experience Platform

The Firmstep Platform allows you to consolidate all your customer services into one centralised platform. An intuitive, flexible, drag & drop Forms and workflow tool, combined with an integration suite enables the complete automation and administration of citizen services. This is all available offline, allowing staff in the field to create, access or update forms and tasks on their mobile devices as if they were in the office.

A self-service portal provides the citizen facing element of the platform, allowing access to services online, at any time, and from anywhere.

Citizen interactions are all registered in the customer index, which can be viewed and edited by customer service advisors. This creates a common single customer record, providing all the functionality needed to manage all online and staff-assisted contact channels through one platform, using a common customer index and single multi-channel forms.