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Informm Communications — AI‑Driven Self‑Serve Chatbot Platform

Case Study

Client Overview

Inform Communications is a UK-based digital transformation partner for local government and public-sector organisations. Since 1991, the company has helped councils modernise citizen services through automation, intelligent communications, and scalable digital platforms. Their ambition required dependable engineering capacity, fast delivery, and a platform capable of supporting high-volume interactions across multiple channels.

Client:
Inform Communications
Country:
United Kingdom
Platforms:
Web / Mobile / AI Chatbot
Industry:
Public Sector / Customer Service Automation

Challenge

Zilch set an ambitious goal: launch a fully compliant digital wallet in just four months. Innovify was tasked with building the platform from the ground up, fast, secure, and ready for scale.

The project came with critical technical and compliance requirements:

  • PCI DSS certification and FCA approval, ensuring full regulatory compliance
  • Ultra-low latency transactions under 250 milliseconds, delivering a seamless user experience.
  • Successful integration of multiple third-party APIs, including GPS, Xero, and CashFlows

The solution is cloud-native, API-first, and built for scalability, enabling Zilch to launch confidently and expand across the UK market. With compliance-by-design and optimized architecture, the product is ready for rapid growth.

A major UK council required a self-serve customer service chatbot that worked out of the box. The platform needed to handle large volumes, support multiple channels, and deliver accurate responses in real time.

Inform Communications needed to scale quickly. Internal teams were spread across multiple projects, slowing progress and risking missed delivery timelines. Bringing in new engineers through traditional hiring pipelines was expensive, slow, and operationally risky.

The challenge was to assemble a dedicated engineering team capable of delivering a fully functional, multi-channel chatbot—without delays, without recruitment overhead, and without compromising on quality or innovation.

Client Review

Zilch set an ambitious goal: launch a fully compliant digital wallet in just four months. Innovify was tasked with building the platform from the ground up, fast, secure, and ready for scale.

The project came with critical technical and compliance requirements:

  • PCI DSS certification and FCA approval, ensuring full regulatory compliance
  • Ultra-low latency transactions under 250 milliseconds, delivering a seamless user experience.
  • Successful integration of multiple third-party APIs, including GPS, Xero, and CashFlows

The solution is cloud-native, API-first, and built for scalability, enabling Zilch to launch confidently and expand across the UK market. With compliance-by-design and optimized architecture, the product is ready for rapid growth.

"After having struggled with an agency for some time, it was a great relief to work with Innovify. The team helped me with all the project completion in a lot less time and I felt a great deal of trust and transparency from day one. Their team of developers have been an amazing contribution and have tackled all tasks with great efficiency and always before deadlines. They have really been a breath of fresh air for me.

-Andrej Godina - Head of Engineering

‍

Key Objectives

Deliver a fully functional digital wallet within four months

  • Deploy a dedicated engineering team with immediate availability
  • Accelerate development speed and reduce operational friction
  • Build a multi-channel chatbot supporting voice, SMS, WhatsApp, Messenger, and 30+ languages
  • Reduce project risk through consistent delivery and clear communication
  • Improve cost efficiency and avoid long recruitment cycles
  • Enhance existing features while simultaneously delivering new capabilities

Solution

Innovify began with a comprehensive discovery workshop to define scope, align stakeholders, and anticipate technical challenges. A dedicated delivery team was assembled to ensure speed and precision throughout the build.

Innovify began with a comprehensive discovery workshop to define scope, align stakeholders, and anticipate technical challenges. A dedicated delivery team was assembled to ensure speed and precision throughout the build.

Innovify began with a comprehensive discovery workshop to define scope, align stakeholders, and anticipate technical challenges. A dedicated delivery team was assembled to ensure speed and precision throughout the build.

Innovify began with a comprehensive discovery workshop to define scope, align stakeholders, and anticipate technical challenges. A dedicated delivery team was assembled to ensure speed and precision throughout the build.

A fully dedicated and scalable engineering team was deployed to take ownership of the chatbot delivery pipeline.

  • A high-performance tech team was assembled from a vetted pool of engineering talent
  • Engineers onboarded rapidly and took overactive tasks without slowing ongoing workflows
  • Development began immediately on new chatbot features and integrations
  • A multi-channel architecture was implemented, allowing support for voice, SMS, WhatsApp, Facebook Messenger, and 30+ languages
  • Delivery processes were streamlined to reduce delays, miscommunication, and operational overhead
  • Continuous collaboration ensured adherence to council requirements, accessibility standards, and public-sector service expectations

The platform went live significantly ahead of schedule, launching with more functionality than originally planned. The chatbot provided over 90% customer resolution capability, reducing inbound calls, emails, and service centre load.

Technology Used

No items found.

Results

Zilch set an ambitious goal: launch a fully compliant digital wallet in just four months. Innovify was tasked with building the platform from the ground up, fast, secure, and ready for scale.

The project came with critical technical and compliance requirements:

  • PCI DSS certification and FCA approval, ensuring full regulatory compliance
  • Ultra-low latency transactions under 250 milliseconds, delivering a seamless user experience.
  • Successful integration of multiple third-party APIs, including GPS, Xero, and CashFlows

The solution is cloud-native, API-first, and built for scalability, enabling Zilch to launch confidently and expand across the UK market. With compliance-by-design and optimized architecture, the product is ready for rapid growth.

  • Engineering team deployed at 2X hiring speed
  • Product launched ahead of the client’s deadline
  • Multi-channel chatbot delivered with 30+ language support
  • Achieved over 90% customer resolution via automation
  • More than £90,000 in annual savings through reduced calls, emails, and walk-ins
  • Dedicated team enabled scalable, future-ready engineering capacity
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