Whether we like it or not – it seems there is no stopping the move to an increasingly technological world. Research suggests that around nine out of ten people in the UK have a smartphone and that they spend over four hours a day using one. If we include other devices such as laptops and tablets – 98% of the population have access to the internet in some way.
Using technology to contact people all over the world, pay bills, do our shopping and banking, check our health and find our way around the world is an everyday experience for most of us. And here at Futures we don’t want to be left behind. We recognise that technology used in the right way can help us be more efficient and cost effective. We also want to offer our customers the option to interact with us online in the same way as they do with so many other businesses and services. We know some customers will still prefer to call and talk to us – but if those who prefer digital interaction make that choice it frees-up our team members to spend more time helping those who need some human support.
That’s why ‘going digital’ was a big part of our last corporate plan and is also one of seven key themes in our brand new corporate plan CP24+.
Read-on to find out about some of the digital progress we made during 2023-24.
This year we...
Automated eight more administrative tasks…
…by using software to carry out simple work and free up team members to focus on helping customers. Every month this now saves us...
Tightened our protection against cyber attacks…
…to help ensure our systems aren’t targeted, disrupting our ability to help customers.
Had even more customers choosing to deal with us through digital channels…
...with the proportion of interactions that are digital now almost...
Rolled-out our new CRM system...
...which puts customer data and updates all in one system to...
