Smart Contact Centre for Health and Public Services Powered By Salesforce
Transform every call into coordinated, intelligent care
The SkyFlo Smart Contact Centre uses Salesforce and Agentforce to create a single, intelligent front door for citizens and patients. Whether it’s a council helpline, NHS access hub, or social care triage line, our solution unifies calls, messages, and digital requests into one secure, AI-powered platform that ensures no contact is missed, delayed, or duplicated.
Why it matters
Across the UK, contact centres in local government and health face the same challenge: high call volumes, long wait times, disconnected systems, and growing public expectations. Many rely on multiple phone lines and spreadsheets to manage critical referrals and citizen requests. The result is inefficiency, burnout, and inconsistent service. The Smart Contact Centre replaces that fragmentation with one digital platform for seamless, equitable access.
What it includes
- Unified Access: Voice, chat, SMS, email and web enquiries captured in one system.
- AI-Driven Triage: Automate routine requests, surface risks, and route complex cases instantly.
- 360° View: Complete citizen or patient record – previous calls, referrals, and outcomes – all in one place.
- Intelligent Routing: Send requests to the right council department or clinician based on skill, location, and urgency.
- Omnichannel Dashboards: Live data on call volumes, wait times, satisfaction, and response rates.
- Automation and Integration: Connect to existing systems in your organisation to ensure data and information is synced across your team
How it works
- A resident, carer, or professional contacts your service via their chosen channel.
- Salesforce automatically recognises them and opens their record.
- Agentforce triages the enquiry, gathers key details, and drafts the case or referral form.
- The system routes it to the correct service or staff member instantly.
- Dashboards update in real time so managers can see demand and performance across all channels.
- We’d love to show you how we’ve enabled local councils to use their data better to empower their school teams, safeguarding, SENCOs, back office business, and call centres.
Outcomes and Impact
- 93% reduction in call waiting times through smarter routing and automation.
- Up to 40% fewer calls abandoned with omnichannel self-service and proactive updates.
- 20–30% increase in first-contact resolution as staff get full context on every interaction.
- £100K+ annual savings in admin time and rework.
- Improved accessibility for residents and patients via digital and voice channels.
Designed for
- Local government customer service and housing lines
- NHS access hubs, SPAs and virtual ward coordination centres
- Mental health crisis lines and community care triage teams
- Emergency and out-of-hours response services
- Any public service managing high-volume calls or complex referrals
Built for the public sector
- Based on Salesforce Service Cloud, Health Cloud and Agentforce
- Secure by design, with full audit trails and NHS IG compliance
- Interoperable via FHIR and MuleSoft APIs
- Role-based access and consent management
- Mobile-ready and cloud-hosted for remote teams
Example journeys
Health access hub
A patient calls about a worsening condition. The agent sees previous contacts and triage history. Agentforce suggests questions, captures notes, and routes the referral to the right community team – reducing wait times and preventing escalation.
Council contact centre
A resident reports flooding via chat. The Smart Contact Centre creates a case, geotags the location, alerts emergency teams, and updates the resident by SMS – all automatically.
What teams say
“It’s not just a contact centre anymore – it’s our digital front door. Our teams finally have one place to see every citizen interaction and make faster, safer decisions.”
Implementation
SkyFlo offers quick-start packages to pilot within 6–8 weeks and scale across departments or services. We configure scripts, triage flows, and integrations to your existing systems. Our team provides training, governance, and ongoing managed support to ensure lasting value.