A damp report becomes a booked surveyor before the resident puts the phone down.A damp report becomes a booked surveyor before the resident puts the phone down.

Housing advice for people at risk of homelessness, from 22 offices on one platform.

Shelter advised more than 31,000 households in 2023. The next phase adds a chatbot that sorts enquiries, so advisers can focus on emergency and highest priority cases.

Callers choose Welsh or English at the first menu, and team leaders see each queue as it happens.

Citizens Advice Cardiff & Vale takes thousands of enquiries a month, many from people in vulnerable situations. Managers now plan staffing from live reports, with the spreadsheets retired.

Face-to-face debt advice kept going through lockdown, across 55 London advice centres.

When COVID-19 closed the centres overnight, advisers from 21 partner charities moved to calls, webchat, WhatsApp and video from home, all in one place.

One customer history in front of 6,000 employees, at the contact centre and in the showrooms.

Vertu Motors' showrooms and contact centre now share one customer record, so website visits, emails and calls are in front of whoever picks up next.