Perry Group Services
Customer Service & CX
Experience beats theory every time. We have a team of people that have run municipal contact centres and 311 services, led CX and CS programs and integrated digital and CX in leading municipalities. We can help you improve your customer experiences by reviewing your current situation, designing modern, integrated customer-service and customer-experience strategies, enhancing your in-person and phone experiences, while increasing digital adoption and customer satisfaction.
What we do
Our capabilities in this area.
Get started
An easy first step in this area.
You don't have to commit to a project to get value. These are defined, low-friction ways to begin.
Self-assessment
Municipal Website Health Assessment
How is your municipal website doing? Fourteen quick questions show how it compares with what works well for other municipalities.
Start the assessment →Conversation
A Problem Halved
“A problem shared is a problem halved.” A complimentary, confidential conversation for municipal leaders.
Book your session →Articles & Insights
Article
Creating Clarity and Connection: Orillia's Centralized Customer Service
How Orillia moved toward centralized, consistent customer service that matches resident expectations.
Read article →Article
Enhancing Municipal Services through a Customer Service Maturity Model
A maturity-model approach blending CX, service design, technology and change management.
Read article →Article
Bridging the Digital Divide: Align Technology, Data, and Customer Experience
Why a seamless resident experience depends on aligning technology, data and customer service.
Read article →Featured work
Project
Region of Waterloo — Service Transformation Strategy
We shaped the Region of Waterloo's digital and service transformation strategy, aligning customer experience with digital delivery.
Read the report →Project
City of North Bay — Digital Modernization & Customer Service
A five-year plan to modernize North Bay's customer service and expand its online services across the corporation.
Read the report →Project
City of Thunder Bay — Corporate Digital Strategy
A framework for delivering customer-centred, digitally-powered city services, shaped with the whole corporation, council and the public.
View the strategy →In the news
North Bay: making City Hall easier to reach
Local coverage of North Bay's plan to modernize customer service and make City Hall easier to reach.
Read the article →Want to talk about Customer Service & CX?
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