Lockyer Valley Regional Council transforms customer communications

Short Description

Lockyer Valley Regional Council delivers sustainable services to enhance the liveability of its community. Hampered by outdated technology, Locker needed a change. Through Insync Technology, a tenured Microsoft-certified solutions provider, Lockyer selected Enghouse Interactive as its new contact centre platform to help evolve their customer interactions.

Details

  • Task: Transform and optimise Lockyer Valley Regional Council's customer communications
  • Collection: Government
  • Technology: Enghouse Interactive’s Communications Centre (CC) and Quality Management Suite (QMS) platforms
  • Client: Lockyer Valley Regional Council
  • Project Date: 2016
  • Download This Case Study

Main Features

  • Enghouse Interactive’s Communications Centre (CC)
  • Quality Management Suite (QMS)

02.

About Lockyer Valley Regional Council

The Lockyer Valley Regional Council is a local government authority in South East QueenslandAustralia, between the cities of Ipswich and Toowoomba. It was created in 2008 from a merger of the Shire of Gatton and the Shire of Laidley. 

The Business Need

Lockyer Valley Regional Council was struggling to deliver efficient customer service to its residents due to outdated, unreliable, and expensive technology. They needed a better customer contact centre solution.  

03.

04.

The Challenge

The Customer Service team faced daily challenges from legacy handsets that frequently dropped calls and were not conducive to working remotely. The Council’s continuous pursuit of exceptional customer service led management to realise that in its current state, Customer Service would not be able to answer enquiries with the required urgency and efficiency. 

Through Insync Technology, a tenured Microsoft-certified solutions provider, Lockyer selected Enghouse Interactive as its new contact centre platform to help evolve their customer interactions.

Key Outcomes

In Enghouse Interactive’s Communications Centre (CC) and Quality Management Suite (QMS) platforms, Lockyer found an integrated solution that was intuitive, highly functional, cost-effective and reliable, and which also provided visibility into each interaction touchpoint of the customer experience. Benefits included: 

  • Improved performance measurement via personal dashboards 
  • Easier and more productive agent coaching 
  • Automated alerts for supervisors when assistance is required 
  • Increased visibility across key metrics including call wait times 
  • Enhanced reporting capabilities 

05.

06.

The Future

Lockyer are now looking to make improvements to the Snapshot app display to provide more overarching data and performance metrics. They are also in the process of working with Insync Technology to upgrade to the latest version of Communications Centre.