In an environment as agile and complex as the public sector landscape, keeping up with evolving customer expectations can be challenging. As organizations continue to transform, adopting to new citizen demands and changing workplaces, groups are increasingly finding themselves looking for more scalable, convenient toolkits for customer service.
The demand for digital transformation only accelerates when groups are exposed to the side-effects of mergers, acquisitions, and new growth opportunities. For instance, after a merger, the Australia Northern Beaches Council was left struggling with a mixture of different, disconnected on-premises contact center systems. The team needed a more effective way to unify its teams and deliver consistent service to customers.
Fortunately, with the Telstra Contact Centre Genesys Cloud CX platform, the group was able to improve customer and employee satisfaction, reduce after-call work time by 33% and minimize workplace expenses.
A Growing Need for CX Synchronization
Northern Beaches Council, a collection of 3 former public sector groups, is responsible for managing 266,000 residents and almost half of the beaches across Sydney. The team provides a host of community services, from affordable childcare to health and municipal services.
When three separate councils merged to form the new entity, the resulting group found itself struggling with a variety of different on-premises contact center solutions, all incapable of handling high call volumes. The solutions currently available to the council also provided no opportunity for team members to track and monitor the customer journey.
Implementing the Genesys Cloud CX solution into the environment allowed the team to access a more unified, scalable, and flexible ecosystem for customer service. What’s more, it allowed for a direct integration with the Salesforce platform, helping agents to deliver more personalized and proactive service. The Northern Beaches Council team also saw a significant improvement in reporting capabilities. Previously, reporting was a cumbersome and complex procedure.