Ombudsman Services
Daresbury Park, 3300,
Warrington, WA4 4HS,
United Kingdom
Warrington, WA4 4HS,
United Kingdom
44 33 0440-1624
Non Profit
Ombudsman Services Technographics
Ombudsman Services Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by Ombudsman Services and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 400 Ombudsman Services employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Ombudsman Services has purchased the following applications: Mitrefinch Flexipay for Payroll in 2017, Soprano Ubisend Chatbot for Chatbots and Conversational AI in 2020, Microsoft Power BI for Analytics and BI in 2017 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Ombudsman Services is running and its propensity to invest more and deepen its relationship with Advance Systems , Soprano , Microsoft or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Ombudsman Services revenues, which have grown to $30.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Ombudsman Services intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
Ombudsman Services Tech Stack and Enterprise Applications
Ombudsman Services HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Advance Systems | Legacy | Mitrefinch Flexipay | Payroll | HCM | n/a | 2017 | 2017 |
In 2017, Ombudsman Services implemented Mitrefinch Flexipay as its core Payroll application. A Payroll HR Data Consultant engagement ran from August 2017 to May 2018 based in Warrington, United Kingdom, focusing on improving payroll accuracy and aligning HR and payroll workflows.
The implementation included configuration and data model work inside Mitrefinch Flexipay, with development of additional fields and automated routines. The team scoped, designed, and commenced payrolling of benefits in kind, and established P11d production processes, while also preparing Gender Pay Gap Reporting for 2017-2018 and 2018-2019, using VBA and macro development to increase process speed and accuracy.
Operational integration concentrated on synchronizing HR and payroll data, integrating fields across Mitrefinch, the organization time management system TMS, and Mitrefinch Flexipay. Functional coverage spanned HR and payroll teams, with workstreams addressing time and attendance inputs, payroll calculation workflows, statutory reporting, and benefits accounting.
Governance and rollout activities emphasized process redesign between HR and payroll and the introduction of automated data transformations using Excel macros and VBA. The consultant engagement documented scope, design and commencement milestones, and moved the organisation from manual reconciliations toward structured Payroll controls within Mitrefinch Flexipay.
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Time and Attendance | HCM |
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2017 | 2017 |
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Ombudsman Services AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Soprano | Legacy | Soprano Ubisend Chatbot | Chatbots and Conversational AI | AI-Powered Application | n/a | 2020 | 2020 |
In 2020 Ombudsman Services implemented Soprano Ubisend Chatbot as a front-line intake channel to manage incoming consumer and business inquiries, a deployment aligned to the Chatbots and Conversational AI category. The organization routinely receives very lengthy free-text messages, often 500 to 1,000 words, and 70 percent of those messages are complaints, which created a high-volume triage challenge that the Soprano Ubisend Chatbot was configured to address.
The implementation centered on a conversational triage module that prompts users to classify their submission as a complaint or a request for information and advice, converting open-ended narrative into structured intake fields. The Soprano Ubisend Chatbot uses conversation flows and intent classification to guide users through a decision tree and collect discrete data points, enabling subsequent handling steps to be determined from the chat session rather than from manual review of long messages.
Operational scope covered Ombudsman Services intake and complaints handling workflows across its UK operations, impacting customer service and case intake teams by inserting the chatbot as the initial contact node. Governance changed the front-end intake process, establishing new handoff points where chat-collected data and classified intent are passed to human advisors for escalation or case creation, and defining conversational scripts and escalation triggers as part of intake policy.
The Soprano Ubisend Chatbot tackles the triage directly by asking for complaint versus information status and by structuring user responses, this addresses the volume of narrative requests and standardizes the entry point for complaint handling and advisory functions. The narrative preserves the full application name Soprano Ubisend Chatbot and the Apps Category Chatbots and Conversational AI to reflect the implementation and its functional alignment.
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Ombudsman Services Analytics and BI
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Microsoft | Legacy | Microsoft Power BI | Analytics and BI | Analytics and BI | n/a | 2017 | 2017 |
In 2017 Ombudsman Services implemented Microsoft Power BI to centralize reporting capabilities within its small, client-focused BI team. The deployment targeted Analytics and BI use cases for complaint data analysis across regulated sectors, prioritizing interactive dashboards and self-serve reporting for internal and external stakeholders.
The BI team configured Microsoft Power BI with semantic data models, reusable measures, and interactive report canvases, and built ETL pipelines using SQL Server and Power Query to standardize feeds. Workstreams emphasized automation of previously manual reports, scheduled refreshes and published report packages that minimize effort to run and analyze, and dataset design that supports deep-dive exploration of complaint trends.
Integrations include direct consumption of Excel workbooks and SQL Server extracts, plus operational ETL from various data sources for redistribution to clients and partners. Reporting scope explicitly covered Energy and Communications complaint analytics with regulatory liaison to OFGEM and OFCOM, detailed analysis for Big 6 energy firms, and sector coverage for Property, Consumer, POPLA and Copyright Licensing.
Governance was organized around a small centralized BI team, with a named point of contact for multiple sectors and recurring liaison meetings with business stakeholders to capture requirement changes and to prioritize new BI work. Microsoft Power BI serves as the primary Analytics and BI platform supporting client reporting, complaint analytics, and automated distribution workflows across the organization.
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Ombudsman Services Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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PBX, VoiP and Phone Systems | Collaboration |
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2015 | 2015 |
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Ombudsman Services Content Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Enterprise Content Management | Content Management |
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2017 | 2017 |
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Ombudsman Services CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Call Center | CRM |
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2020 | 2020 |
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Customer Experience | CRM |
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2019 | 2019 |
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Marketing Analytics | CRM |
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2012 | 2012 |
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Marketing Automation | CRM |
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2018 | 2018 |
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Marketing Automation | CRM |
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2019 | 2019 |
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Sales Automation, CRM, Sales Engagement | CRM |
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2017 | 2017 |
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Ombudsman Services ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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IT Service Management | ITSM |
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2020 | 2020 |
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Ombudsman Services PaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Transactional Email | PaaS |
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2018 | 2018 |
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Transactional Email | PaaS |
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2018 | 2018 |
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Ombudsman Services IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Application Hosting and Computing Services | IaaS |
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2019 | 2019 |
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Content Delivery Network | IaaS |
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2019 | 2019 |
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Database Management | IaaS |
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2017 | 2017 |
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Digital Workspace | IaaS |
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2014 | 2014 |
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Ombudsman Services CyberSecurity
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Secure Email Gateways (SEGs) | CyberSecurity |
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2013 | 2013 |
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IT Decision Makers and Key Stakeholders at Ombudsman Services
| First Name | Last Name | Title | Function | Department | Phone | |
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| No data found | ||||||
Apps Being Evaluated by Ombudsman Services Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from Ombudsman Services IT executives and key decision makers. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the Ombudsman Services digital transformation priorities and AI adoption trends.
| Date | Company | Status | Vendor | Product | Category | Market |
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FAQ - APPS RUN THE WORLD Ombudsman Services Technographics
Ombudsman Services is a Non Profit organization based in United Kingdom,
with around 400 employees and annual revenues of $30.0 million.
Ombudsman Services operates a diverse technology stack with applications such as
Mitrefinch Flexipay, Soprano Ubisend Chatbot and Microsoft Power BI,
covering areas like Payroll, Chatbots and Conversational AI and Analytics and BI.
Ombudsman Services has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as Advance Systems, Soprano and Microsoft.
Ombudsman Services recently adopted applications including
Soprano Ubisend Chatbot in 2020, Puzzel Contact Centre in 2020 and Atlassian Jira Service Desk in 2020,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of Ombudsman Services’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates Ombudsman Services’s profile with verified software purchases,
vendor relationships, and digital initiatives identified from public and proprietary sources.
Subscribe to APPS RUN THE WORLD to access the complete Ombudsman Services technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.