Government agency streamlines its casework management and maximises efficiency with Route 101's help

The Planning Inspectorate (PINS) is a Government Agency sponsored by the Department for Levelling Up, Housing and Communities to deal with planning appeals, national infrastructure planning applications, examinations of local plans and other planning-related and specialist casework in England.

PINS's Customer Team encountered difficulties with a lack of recording interactions in the main casework system across different departments, leading to the use of various additional systems like Excel, MS Access, and MS Teams. These additional systems were often restricted to users within specific departments, limiting accessibility for others.

Download the case study to find out how Route 101 helped with:

• Fully automated ticket management platform
• One common tool across the departments
• Single place for all updates on the progress of a customer query
• Capable, flexible reporting
• An instance that accommodates future functionality (self-service, omnichannel, messaging and telephony)