Multi-Channel Personalised Business Support – Business Support Helpline
WHAT WAS THE SERViCE?
The government’s Business Support Helpline for England offers advice and guidance to new and existing businesses. It has information on national and local schemes, grants and loans to help businesses start and grow.
WHAT DiD UMi DO?
We provided a team of 30 specialist advisers to give a personalised service to businesses in need of support and advise. Customers could engage with the Helpline team by phone, e-mail, webchat and social media. The Helpline was open Monday to Friday, 9am to 6pm. Customers with more complex needs could choose to have a telephone appointment to get in-depth advice.
WHAT WAS THE RESULT?
The Business Support Helpline now provides support services across England across a multitude of channels, dealing with over 33,000 enquiries a year. Of those enquires, on average 98% of all contacts are satisfied or very satisfied with the service. The impact in terms of Gross Value Added was last estimated to be £31 million. With an estimated average cost saving per user of £32 or approximately £1 million across all businesses engaged with the core service.