Contact Point is simple and manageable, it’s a game changer – MVC

CUSTOMER SUCCESS STORY

Contact Point is 'simple and manageable, it's a game changer'.

mvcc logo

Moonee Valley Council in Melbourne’s vibrant inner west is made up of an eclectic mix of retail, restaurants, parks, offices, some industrial areas and Essendon Airport. Council provides some 200 services to 130,000 residents across 15 suburbs.

The situation

The Council’s on-premise Cisco platform needed replacement so key
stakeholders decided to move to a cloud-based solution. They wanted omnichannel communications, speech analytics, integration to Oracle CRM, best in class reporting and local support.

Although a larger global competitor was considered the safer option, the customer service management team convinced senior executives to award the tender to Premier Contact Point for a variety of reasons – including the reporting, ease of administration, and Australian based support.

Premier’s response

Premier implemented its omnichannel cloud contact centre solution on time and within budget. Council was able
to roll out all features it required for stage one, with flexibility to deploy additional features in subsequent stages. These include: voice of the customer, speech analytics, email, SMS, Facebook Messenger and WhatsApp queueing.

The critical features for initial implementation included inbound and outbound call routing across multiple teams, and different locations, including the office and home. Calls presented to customer service staff included an Oracle CRM screenpop containing vital information they needed to deliver personalised service. Class-leading real time Dashboards and over 30 BI-reports were tailored for Council who could also customise reports from day one.

No code, drag and drop, intuitive configuration tools meant that Council’s customer service team no longer had to rely on their internal IT team to make changes. Instead they’re able to easily manage the platform themselves in real time, and if necessary draw upon Premier’s Australian based team of contact centre experts if required.

 

Outcomes

From the early stages of onboarding, our team worked closely with Council to prepare them for migration to a new customer contact platform. Change is often met with resistance from customer service people, so we wanted to ensure a positive experience.

The implementation process and go-live was executed without any issues, and in fact was celebrated with decorations and cake in a festive atmosphere. Everyone welcomed the opportunity to deliver better customer experiences and improve job satisfaction.

Council was also delighted that we included CRM integration in stage 1.

  • Initial agent concerns of being monitored via new real-time dashboard reports have changed to them fully embracing the opportunity to improve performance and accountability
  • Contact Point has placed Council ahead of where they thought they would be as they weren’t expecting to have these valuable insights until 2025/26
  • CX team is impressed that they’re now empowered to make changesto the system themselves
  • Contact Point is now on the monthly management meeting agenda and they’re enthusiastically talking about next steps to make better use of Contact Point.
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“Throughout the initial sales process and tender, you showed us what you’re capable of and you delivered on everything; you didn’t overstate your capabilities unlike other vendors did.”
CX Team Leader
“Very happy with Premier’s project managers communication throughout the project and he was always there to provide support and answer questions. We’re also very happy with the user training we received. The trainer was very calm and effective at training our agents; we wanted to bottle his voice”
CX Team Leader
“First time Premier’s project manager showed us the reporting capabilities, we were dumbfounded about how much insight we now have into CX operations. Contact Point will be the key to the successful implementation of 9 other CX projects.”
Head of CX

Book your 30-minute discovery session

Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
Book your session today

Melbourne Water’s Cloud Contact Centre transformation enables quality customer service to flow

CUSTOMER SUCCESS STORY

Melbourne Water’s Cloud Contact Centre transformation enables quality customer service to flow

Melbourne Water logo

Water is the essential building block for life, which is no more apparent than in one of the world’s ‘most liveable cities’, Melbourne. Melbourne Water is the Victorian Government owned authority, responsible for managing and protecting the Greater Melbourne region’s major water resources and providing this invaluable resource to its citizens, visitors, and businesses.

The situation

Melbourne Water had long relied on an on-premise contact centre solution that was quickly approaching end of life. The system lacked the modern integration capabilities to streamline its operations, provide accurate daily and customisable reporting and easy to administer self-service functionalities for customers to check their water usage and daily allocations.

They also wanted to provide local support for the communities they served and needed the right technology partner who was also Melbourne based and could provide class leading customer service.

Premier’s response

  • Deployed Premier’s Cloud Contact Centre solution that works with Melbourne Water’s corporate phone system, home phones and mobile phones.
  • Enabled easy-to-use self-service functionality without the need for development or support from platform vendors.
  • Provided expert consultancy and support for the initial onboarding to ensure that the customer configuration requirements were delivered on time and within budget.
  • Implemented world-class reporting and dashboards so that Melbourne Water could gain intelligent insights and make informed business decisions.

Outcomes

The cloud contact centre is now effectively managing customer service across the organisation.

Easy-to-use and intuitive self-service functionality now enables farmers to review water usage and daily allocations

Improved insight enables management to review, assess and manage agents and queues to meet SLAs and provide an enhanced level of customer service.

Reliable and consistent support is now provided by an Australian-based team of experts with decades of experience.

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“The Premier Contact Point team have delivered an exceptional piece of technology. Their knowledge, combined with our team’s hard work, ensured that the project was delivered on time and with minimal disruption. It was great to see everyone working together.”
Damon Bayley
Customer Operations Team Leader Melbourne Water

Book your 30-minute discovery session

Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
Book your session today

Tahbilk Winery fortify customer service with a Premier cloud contact centre transformation

Tahbilk Winery
CUSTOMER SUCCESS STORY

Tahbilk Winery fortify customer service with a Premier cloud contact centre transformation

Established in 1860 in the scenic Nagambie Lakes district of central Victoria, Tahbilk is one of Australia’s most historic and beautiful wineries. The family-owned winery covers over 1,200 hectares of rich river flat property alongside the Goulburn River, which has produced exceptional quality wines for generations and is a memorable escape for its many visitors.

The situation

Having a longstanding reputation for its product, Tahbilk wanted to capitalise on increased customer demand and drive sales through their wine club member program, initially engaging an external provider to handle outbound sales calls. However, after trialing the external telesales company they were unsatisfied with the results so decided to develop in-house capabilities to generate the sales growth their business demanded.

Premier’s response

Premier was brought in to rectify the situation and provide Tahbilk with the tools to get their outbound sales on the right path. This project included: 

  • Deployed Premier’s Cloud Contact Centre dialler solution to maximise outbound telesales performance and enable these to run successfully in-house 
  • Implemented class-leading reporting for outbound campaigns to deliver greater visibility and understanding of call performance and campaign sales results
  • Provided reliable and effective support by an Australian-based team of experts with decades of experience.

Outcomes

  • The Contact Centre is now a successful internal operation for the winery that is delivering sales growth 
  • Over 20% of direct consumer business now comes from Contact Centre operations 
  • Receive expert support from Premier, enabling regular updates, system improvements and consultancy to continue to enhance the performance of outbound sales campaigns.
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“Tahbilk’s involvement with Premier Contact Point began in 2014 when we decided to start and run an internal Contact Centre operation. We now see over 20% of our direct to consumer business coming from our Contact Centre operation with Premier’s software and support critical in achieving and growing that base. I could not speak more highly of the Premier team, and I look forward to our partnership continuing into the future.”
Geoff Hamence
Contact Centre Operations Manager, Tahbilk Winery

Book your 30-minute discovery session

Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
Book your session today

Royans bring roadside assist service in-house to deliver exceptional customer service

Royans
CUSTOMER SUCCESS STORY

Royans bring roadside assist service in-house to deliver exceptional customer service with Premier Contact Point

As Australia’s No.1 choice for commercial vehicle repairs for over 78 years, Royans have grown to become the region’s largest commercial vehicle accident repair network with branches across Australia and New Zealand. Royans prides itself on delivering reliable and experienced 24/7 end-to-end support, alongside exceptional customer service.

The situation

While Royans roadside support was available around the clock, and their experience with commercial vehicles was unparalleled, their customer service relied on outsourced providers.

Royans’ focus on quality and exceptional customer service, led management to the decision to bring their 24/7 roadside assist call centre service in-house. This transformation required a change in technology that needed to be intuitive and easy to configure and supported by an Australian-based team of experts to guide staff through this transition.

Premier’s response

  • Deployed Premier’s highly-available Cloud Contact Centre solution to tackle 24/7 customer support in-house successfully
  • Enabled after-hours phone support service for all roadside assistance requests
  • On-site onboarding and training were provided to get the in-house team adept at handling operations
  • Implemented class-leading reporting for greater visibility of call volumes, wait times and overall contact centre support quality.

Outcomes

  • The call centre is now a successful internal operation for Royans Group
  • Easy-to-use and intuitive tools to manage 24/7 customer support, including after-hours emergency calls
  • Call quality and queues are monitored with ease enabling service quality consistency and continuous improvement
  • Call centre staff are able to log in and work effectively from any device and from any location with a web browser and internet connection
  • Reliable and consistent support is now provided by an Australian-based team of experts with decades of experience.
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What our customer say

“I would like to sincerely thank the team at Premier for their help and support throughout the project. We were always kept updated on the project’s status, with weekly progress reports and regular correspondence, right through to the first day of operations. This level of consistent communication and visibility over the project, as well as the onsite training for our operators on the system, was invaluable to our business. We are also very happy with the flexibility Premier Contact Point offers our call centre team, particularly because the system allows our staff to log in at different locations to receive calls when required.”
Garry Woodcock
Group Compliance Manager, Royans Group

Book your 30-minute discovery session

Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
Book your session today

Overcoming pandemics, borders & boundaries with Premier Contact Point

Overcoming pandemics, borders and boundaries
Case Study

Overcoming pandemics, borders & boundaries with Premier Contact Point

Tweed Shire Council

Today, more than 94,000 people call the Tweed home, and the council delivers more than 50 services to them while also being one of the Tweed’s largest employers, with an annual budget of $192 million.

That is a LOT to manage, and customer experience is paramount for the busy council team to deliver day in and day out. 

This case study outlines the challenges Tweed Council had to overcome with the onset of the COVID pandemic and how Premier Contact Point provided the solution for them to survive and thrive in these testing times.

Is your organisation gearing up for a CX Transformation project? Book a discovery session

The situation

Being the largest Council in the Northern Rivers comes with its fair share of challenges. Those challenges only further increased after the pandemic as the Council had to adapt to working from home, especially being so close to the state border and having employees living on both sides. 

“We were receiving a higher volume of calls directly through the contact centre. That meant we also needed to move with the times and not expect that everybody had the time to pick up the phone and speak to somebody. To deal with that, we needed advanced technological features.”
Anthony Morton
Customer Service Leader, Tweed Shire Council
“Implementing Premier Contact Point was stress-free. Premier’s project manager kept us informed each step of the way, and the onsite training was very effective. The ongoing support from Premier’s service desk team is excellent as they’re always available to assist with any system changes or answer our questions. They made us feel heard and valued.”
Anthony Morton
Customer Service Leader, Tweed Shire Council

Premier's solution

  • Implementation and on-boarding of enterprise-grade cloud solution 
  • Accessibility and efficiency enhancements, including the use of intuitive configuration tools
  • Callflow and queue announcement management
  • Agent auto-answer functionality and multi-tiered disposition codes.
  • Implemented an omnichannel agent desktop to manage inbound voice and digital conversations in one intuitive platform.
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Bayside Council roll-out Premier Contact Point for continued community commitment

Bayside Council
CUSTOMER SUCCESS STORY

Bayside Council roll-out Premier Contact Point for continued community commitment

Bayside Council, south of Sydney’s CBD, represents and services a bustling multicultural community of over 180,000 residents, businesses and visitors. Their mission is to provide leadership in the community, assisting them to identify, articulate and achieve community and social goals.

The situation

Council was preparing to migrate from its on-premise PABX to a hosted instance of Microsoft Skype for Business (SfB) and needed an enterprise grade, cloud contact centre solution that could be easily integrated with SfB as well as Microsoft Teams for future requirements.

Furthermore, Council needed access to significantly better reporting tools because the previous system only included basic reports that fell well short on their requirements.

Premier’s response

Premier was awarded the tender to implement their enterprise grade cloud contact centre solution to enable Council to deliver on their community’s daily support demands.

The solution easily integrated with Council’s existing SfB and Microsoft Teams applications and through continued use has proven to be scalable, reliable and user friendly. Access to enhanced analytics has also assured Council’s ability to continue to successfully deliver community support and services.

Outcomes

  • Once on-boarded to Premier Contact Point, contact centre staff experienced improved customer satisfaction scores.
  • Configurable BI reports and dashboards provided powerful real-time and historical reporting to management.
  • Enhanced engagement of customer service staff and an uplift in overall performance and efficiency of inbound call handling.
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Is your organisation gearing up for a CX Transformation project? Book a discovery session.

What our customer say

“Bayside Council implemented the Premier Contact Point solution in late 2018. The solution provided has enabled Council to improve our service to the customer and better monitor performance through data analytics and dashboards. The agile solution allows us to pre-plan and respond to peak workload periods. The Premier team were very supportive during and post-implementation. Any challenges that arise, the team are responsive in working with Council to address and resolve the issue quickly.”
Bobby Mayne
Manager Customer Experience, Bayside Council

Book your 30-minute discovery session

Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
Book your session today

Geelong Football Club kick their customer service goals with Premier Contact Point

Geelong Football Club
CUSTOMER SUCCESS STORY

Geelong Football Club kick their customer service goals with Premier Contact Point

The Geelong Football Club is an Australian sporting institution. Formed in 1859, they are one of the oldest operating AFL clubs. With over 60,000 members, the popular club represents a long history of generational success and a championship pedigree.

The situation

The club was challenged by massive bursts of member calls, particularly around finals and membership renewal season. 

Their on-premise contact centre technology was not able to easily scale to handle the volume of calls. This meant they had no idea how many calls they were missing. Nor was the club able to provide additional contact channels like web chat to ease the burden on call queues.

Premier’s response

The Premier Contact Point Avalanche IVR was implemented to instantly scale in response to significant spikes in inbound call volumes. Callers were told about longer than usual queue wait times and were provided with options on how to get in touch with member services. 

These options included directing callers to the club’s website to request a callback, or engage a member services agent via webchat. 

Premier’s no-code, real-time and historic BI reporting tools were also deployed to improve overall customer experience and better
manage agent rostering.

Outcomes

  • Customer experience improved with more members being connected with agents, resulting in a significant reduction in unhappy members who previously experienced an engaged signal for hours on end.
  • Premier’s Insights Manager provided transparency into call volumes and arrival patterns enabling management to engage in forward resource planning.
  • The cloud solution supported by local contact centre experts helped eliminate the need for the club’s IT team to manage on-premise hardware.
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Is your organisation gearing up for a CX Transformation project? Book a discovery session.

What our customer say

“...we have seen a significant change in customer service to our thousands of club members and supporters... We now just can’t imagine working without it.”
Lauren Wall
Customer Experience Team Leader, Geelong Cats

Book your 30-minute discovery session

Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
Book your session today

Tweed Shire Council future-proof their A+ CX delivery with Premier Contact Point

Tweed Shire Council
CUSTOMER SUCCESS STORY

Tweed Shire Council future-proof their A+ CX delivery with Premier Contact Point

Based in the Northern Rivers region of northern NSW, Tweed Shire Council delivers over 50 services to a rapidly growing community. Working with community and partners, Council provides leadership in facilitating and delivering services that manage growth sustainably.

The situation

Tweed Shire Council needed to upgrade its aged system which lacked the required functionality to deliver outstanding community support and customer service. 

They also needed a solution that could scale alongside their growing region and minimise any growing pains for their staff or customers during the pandemic and into the future.

Premier’s response

Premier implemented their enterprise-grade cloud solution to streamline Council’s contact centre requirements and improve their overall staff and customer experience.

Accessibility and efficiency enhancements included the use of intuitive configuration tools enabling the Council to manage its own call flows and queue announcements, agent auto-answer functionality and multi-tiered disposition codes.

By implementing an omnichannel agent desktop Premier made it easy for Council to manage inbound voice and digital conversations in one intuitive platform.

Outcomes

  • Once on-boarded to Premier Contact Point, contact centre staff experienced improved customer satisfaction scores.
  • Improved call queue functionality helped to reduce queue wait times, and calls being routed to the right staff member.
  • A reduction in abandoned calls was also achieved via our auto-call feature, reducing the time it took for agents to answer calls.
  • Overall, Council has been able to transform customer engagement while reducing their contact centre cost and complexity.
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Is your organisation gearing up for a CX Transformation project? Book a discovery session.

What our customer say

“The ongoing support from Premier’s service desk team is excellent as they’re always available to assist with any system changes or answer our questions. They made us feel heard and valued. They treated us and continue to treat us as highly and respectfully as they would some of their larger clients. This for us has been invaluable and has made Tweed Shire Council a great fan.”
Anthony Morton
Customer Service Leader, Tweed Shire Council

Book your 30-minute discovery session

Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
Book your session today