Agilisys helps Dorset achieve high customer satisfaction with online services


The latest Agilisys Engage case study looks at how seven Dorset area councils managed to reduce costs yet maintain high customer satisfaction levels.

Providing shared online services for seven Dorset local authorities, had also been feeling the effects from reduced government funding. They chose to implement Agilisys Engage web chat as an innovative long-term solution to generate savings by using increased understanding of customer behaviour to drive channel shift.

The case study shows:

  • How they used Agilisys Engage web chat to drive channel shift, improve user experience and save costs – with return on investment in their first year
  • How web chat increased customers’ overall confidence in self-service
  • How 90% of their customers were satisfied with web chat resolving their queries
  • Why Dorset Direct customers are saying “Great service”, “Thank you, very helpful” and  “This has been brilliant”

“The Agilisys Engage web chat pilot has been a resounding success. The system is easy to configure and manage, our Customer Services Officers find it easy to use and our customers are very impressed with it. It has already saved us money, will further support our channel shift objectives moving forward and has improved our customer satisfaction levels too,” said Martin Bottomley, Website Manager,

The case study can

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