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

Transforming council communication with Contact Point

Customer success story
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Image of real time dashboards and reports
Moonee Valley coloured logo

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

Moonee Valley Council wanted the best in class reporting and local support. Premier implemented real time dashboards and customised 30 BI reports so that the council could easily manage customer requests and facilitate timely responses.

Read the full story here

PARTNERING FOR SUCCESS

Australia's trusted choice for CX excellence.

3

Years ahead

of schedule on valuable insights delivery

30+

Tailored reports

for data-driven decision making

100%

Satisfaction

in staff enthusiasm and engagement

SERVICES USED

Cloud Contact Centre Solutions • Omnichannel communications • Oracle CRM Integration • Customised BI Reporting • Speech Analytics

The challenge of attaining timely and tailored insights

Moonee Valley Council’s outdated on-premise system was hampering customer service efficiency and limiting their ability to meet customer communication needs across multiple channels.

Through a series of discovery calls and meetings, it was easy to see that Moonee Valley customer service staff required a product that was flexible in terms of implementation and reporting, as a priority.

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. The CX management team were impressed by Premier’s ability to customise products, ease of administration and our Australian based support team…

‘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.’

Moonee Valley Council, CX Team Manager

Transforming the council through CX

01.

Easy to set up, easy to use.

We deployed the omnichannel cloud contact centre solution on schedule, within budget and with little interruption to day-to-day customer service activity.

02.

Flexible phased approach

Next, we rolled out critical features such as inbound and outbound call routing across multiple teams and different locations. Calls presented to customer service staff via an Oracle CRM screen pop with vital information needed to deliver personalised service.

03.

Customisable reports

Our tailored reporting and real time dashboards is what won over senior executives. We set up 30+ customisable BI reports plus our best in class dashboards which were also customisable for Council staff from day one.

04.

Additional features implemented

Subsequent stages were then rolled out once the team were across the new system. The new features included voice of customer, speech analytics, email, SMS, Facebook Messenger, and WhatsApp queueing.

05.

Empowering the
Council's team

Premier’s no-code, drag and drop functionality meant that reliance on the internal IT team for changes and updates was significantly reduced. The Council’s customer service team were able to manage the platform themselves in real time, knowing they had the back up and support of our Australian based contact centre experts if required.

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‘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.’

Moonee Valley Council, CX Team Manager

Ready to transform your business through real time insights?

Book a 15-minute discovery session to explore how we can help your organisation learn more about your customers to help with planning and growth.
Arrange a discovery call today

Fine-tuning Council customer service

01.

Deploying an omnichannel
communication platform

02.

Integrating Oracle CRM for
personalised customer interactions

03.

Developing 30+ customised BI reports
for actionable insights

04.

Empowering staff with no-code administration tools

05.

Ongoing local, Australian-based support

The impact

Seamless implementation celebrated by staff, fostering a positive change management experience

Easy integration and setup,
exceeding client expectations

Real-time customised dashboards transformed agent performance and accountability
Customer experience team gained autonomy in system management
Contact Point became a focal point in monthly management meetings, driving continuous improvement
Moonee Valley coloured logo

‘The 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.’

Moonee Valley Council, Head of CX

Ready to transform your business through real time insights?

Book a 15-minute discovery session to explore how we can help your organisation learn more about your customers to help with planning and growth.

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.
Download Case Study

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.
Download PDF

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

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.
Download PDF

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