Smarter ticket management in Helsingborg Municipality

When Stadsbyggnadsförvaltningen in Helsingborg Municipality went live with Lime in early 2024, the goal was clear: to create a cross-functional ticket management system for operations, maintenance and urban environment. A system that could automate workflows, reduce manual tasks and provide a better service to residents.

The result? Clearer lines of responsibility for each issue and shorter processing times thanks to automation. It is worth noting that the city’s contact centre now handles 40 percent fewer tickets, as these are routed directly to the relevant department.

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We wanted a partner – not just a system

For Helsingborg Municipality, the journey began when the contract with their previous system provider ended. The need was clear to Stadsbyggnadsförvaltningen. They needed a system that could provide them with better automation, smarter communication, automated responses and knowledge articles. They also wanted the opportunity to be involved in developing the system, and to be able to update some functions themselves without having to wait for the system supplier

“The whole setup is perfect for us. We wanted a partner where we could have a say and not just a ready-made system“

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Anna Henningsson

Business developer

Stadsbyggnadsförvaltningen

Already during the procurement, Anna Henningsson and Thora Briem, business developers at Stadsbyggnadsförvaltningen, felt genuine curiosity from Lime.

– It was, among other things, their flexibility that led us to choose Lime. And we felt early on that Lime wanted to understand us. Lime wanted to understand where the needs lay and how we could address them. That’s still the case today, explains Thora.

They now have a business system that brings together the vast majority of all fault reports and feedback regarding the urban environment in one place. Staff at the department, contracted contractors and the contact centre all work within the same structure, without the need for complicated integrations between different systems.

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40 percent of cases now go straight to the right person

One of the biggest changes since introducing Lime is how case flows have been automated. Before, the contact center had to handle almost every ticket. Everything needed manual categorisation, distribution and follow-up. Today, things look very different.

By building smart categories and automatic workflows, tickets go straight to the right person or supplier without passing through unnecessary steps. Things that don’t need assessment go straight to action, duplicates get flagged automatically, and reports that don’t belong to Stadsbyggnadsförvaltningen get stopped already in the form.

– We usually say that about 40 percent of tickets that the contact center used to handle manually now go straight to a supplier or staff member at Stadsbyggnadsförvaltningen, says Anna.

With around 30,000 tickets per year, this represents a significant time savings, which in turn leads to shorter processing times for the municipality’s residents. A case that previously got stuck with different handlers now reaches the right person directly. This is particularly important for time-sensitive issues, such as illegally parked cars and overflowing trash cans. It’s not just about efficiency, it’s about the right case landing in the right place, explains Thora.

Results in brief:

Shorter lead times as most tickets are routed directly to the right person
Reduced workload on the contact center
Automatic handling of duplicates and incorrect reports
Full traceability and quality assurance at every step
Detailed statistics and better support for decision-making in BI in Lime

From insight to action

With the new structure in Lime, Stadsbyggnadsförvaltningen doesn’t just get better overview, they get concrete decision support. Through detailed categories and visualisations in BI in Lime, they can quickly see where the workload is high, which types of cases are increasing, and what generates the most work in operations.

Thanks to well-designed categories in the forms, Stadsbyggnadsförvaltningen only receive tickets they are actually supposed to handle, instead of receiving tickets that were previously sent to them by mistake. They have moved from having to focus on dealing with individual tickets to being able to focus more proactively on the city’s development. Anna explains that they can now see what tickets they have, why something moved from one step to another, and they now have the ability to easily check or change something when it goes wrong.

Thora explains that while Stadsbyggnadsförvaltningen will always reach out to residents, they can now make decisions based on the data in Lime.

– We know we can trust the data in Lime. When we have dialogues with residents, their feedback has been in line with what we’ve been able to read from tickets in Lime, says Thora Briem.

The expansion has also been a win now that they’ve incorporated more operations and needs into Lime.

A system that grows with the organisation

What began as a new ticket management system has grown into something bigger and is now a cross-functional hub for several areas. More departments have been integrated, the structure has been refined, and the solution has been adjusted along the way.

The needs didn’t look exactly the same after a year as they did at the time of procurement, and the ability to adjust, build further, and adapt means the system isn’t static, but rather a part of the organisation’s development.

– That’s where the real impact lies. Not just in more efficient ticket handling, but in a solution that continues to create value over time, Anna explains.