The public sector is facing incredible pressure to adapt, transform, and evolve in a new world of post-pandemic interactions. With trust levels among citizens at an all-time low, today’s public sector groups need to prioritise CX to keep communities running smoothly.
Fortunately, there are countless tools in the digital landscape today which can help empower public sector institutions, so they can offer the kind of meaningful interactions today’s clients are looking for. Now more than ever, business leaders have access to everything from CCaaS solutions for contact centre support anywhere, to intelligent workforce optimisation.
If you’re looking for inspiration on how the right CX vendor can help your company transform in 2022, the following case studies are sure to offer amazing insights.
The City of Vancouver and Calabrio
Focused on the value of a strong and supported community, the City of Vancouver is committed to delivering the exceptional services citizens need to enjoy a better quality of life. As the city continues to grow and Vancouver began rolling out new solutions like the 3-1-1 service, the public sector group anticipated a rapid increase in call volumes.
Representatives of the city were already managing calls up to 365 days per year, in up to 175 different languages before they turned to Calabrio for help. Using the Calabrio workforce management solution, the City of Vancouver could give their team members a better level of work-life balance, without compromising on service for a growing caller base.
TCDRS and Pegasystems
The Texas County & District Retirement System assists more than 330,000 Texas employees in planning for their future with disability, retirement, and survivor benefits. The agency serves a huge range of people, from young experts entering the workforce, to retirees. To support these efforts, TCDRS turned to Pegasystems to enhance their technology core.
According to a case study released by Pegasystems, TCDRS recently expanded their use of the Pega unified platform by implementing new customer service tools, for a seamless, and more efficient support environment. The organisation also implemented a CRM platform from Pega, so users could manage customer information and service in the same single pane of glass.
BBB Boston and LiveChat
A group committed to creating a fairer, more quality-focused marketplace, the Better Business Bureau is responsible for dealing with a huge number of inquiries on a regular basis. The public sector venture helps consumers to make educated decisions about their purchases, giving accreditations to those who abide by a specific set of standards.
To ensure they could communicate with their audience as efficiently as possible, and cut down on the number of phone-based conversations, BBB Boston implemented LiveChat technology. The LiveChat ecosystem offered a convenient environment for customer service, along with useful analytical tools for tracking important service trends.
The City of Toronto and Salesforce
Dedicated to delivering the highest possible quality of life for visitors, residents, and business alike, the City of Toronto works hard to stay on top of queries and requests issued by citizens. The Toronto 311 service represents the front line of the communication ecosystem for the group, responsible for building relationships, establishing trust, and managing expectations.
To deliver an exceptional level of service for the 311 experiences, the City of Toronto relies on Salesforce technology to combine a multitude of communication methods and a CRM environment into the same environment. The Salesforce solution allows the city to serve residents faster across a multichannel space, and find information at speed. At the same time, Salesforce’s ever evolving platform allows the city to stay on the cutting edge of the industry.