The integration between the Council’s digital forms and Hoth has transformed the way new cases enter and move through the organisation.

Rather than requiring staff to manually transfer information from forms into a separate system, cases are automatically created and routed to the appropriate responders.

Automatic Case Routing

New cases can be sent directly to the relevant responder within minutes, significantly reducing the need for manual triage.

“Our digital forms integrate directly with the system. There’s minimal triaging, and cases are automatically sent to responders within minutes.”

Less Manual Administration

Direct integration with Granicus removes unnecessary data entry and reduces the administrative work required to process new cases.

This allows the Customer Experience team to spend more time managing cases and supporting customers rather than moving information between systems.

Consistent Responses

Hoth’s response templates provide staff with a consistent starting point when responding to cases.

This helps ensure that communications follow agreed standards while also reducing the time required to draft individual responses.

A Complete Audit Trail

By keeping case information, workflows and responses within the same system, the Council has greater visibility of the history of each case.

This creates a clearer audit trail and makes it easier for teams to understand what has happened throughout the lifecycle of a request.

Response Templates That Save Time

For Kerry, one of the standout features of Hoth’s Case Management solution is the response template functionality.

“The response templates are a game-changer. They ensure consistency, save time, and provide a clear audit trail.”

Templates help the team maintain consistency across different types of cases while reducing repetitive work.

They also provide a useful framework for staff, helping ensure important information is included in responses and creating a more consistent experience for customers.

A Solution That Evolves with the Council

The Council has continued to expand its use of Hoth as its requirements have developed.

What began with FOI, EIR and SAR management has grown to include additional processes such as Complaints, Compliments and MP/Councillor Enquiries.

This ability to build on an existing Hoth environment means the Council can introduce new workflows and functionality without needing to adopt separate systems for each process.

A Partnership Built on Understanding

For North West Leicestershire District Council, the relationship with Hoth is an important part of the solution.

Having worked with the Council since 2015, the Hoth team already understands its organisation and processes, allowing new functionality to be developed with that existing knowledge in mind.

Kerry describes the partnership:

“Hoth knows our organisation and always listens—even to our ‘whacky ideas.’ They’ve been a joy to work with.”

The Council also values the wider usability of the platform and the support available when developing new processes.

“It’s user-friendly, keeps all data in one place, and comes with a fantastic support team.”