Service brings the benefits of online self-service into the contact centre.

Designed with, and for, the public sector, Service has the extra functionality and administration needed to manage all online and staff-assisted contact channels on the same platform.

Using Service, your customers can enjoy consistently excellent customer service however, and whenever, they contact you.

Service, like Self – our self-service solution - is underpinned by our ‘Customer Index’ that creates and maintains a single customer record used by all back-office systems and channels.

This innovative approach increases efficiencies by preventing data duplication, service silos and saves vital staff time.

Service has four main workspaces (Reception, Face-to face, Inbox and Phone Team) as well as an administration interface and the ability for you to create custom workspaces. This ensures that every staff-assisted channel is catered for.

Over 130 UK councils rely on our Platform!

Firmstep is a leader in helping local government to build and deliver better services.


Over 45 local authorities already use Service because it lets them:

  • Find and progress cases faster than ever before by using the powerful search options and contextual scripting features.

  • Create a single customer record that holds customer interactions centrally and gives Customer Service Advisors easy access to full case histories.

  • Reduce development costs.

  • Avoid expensive management overheads due to its cloud-based system.

  • Gather business intelligence through in-built reports, google analytics and a nightly data export.

Firmstep’s Service in action

The Warwickshire Direct Partnership, consisting of 6 Local Authorities, recognised the need to replace their dated CRM system with a modern, cloud-based, intuitive one with the aim of making significant savings to its operational costs.

Warwickshire Direct went live with Firmstep in just 56 days and is providing a number of online services for users in order to improve the capacity of its overall service operation to meet rising demand. A range of popular council services have been migrated to an online platform where residents will get access to a secure, easy-to-use method for accessing local services and completing transactions.

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