Overcoming pandemics, borders & boundaries with Premier Contact Point

Case Study

Overcoming pandemics, borders & boundaries with Premier Contact Point

tweed shire council logo round

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.

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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.

Aussie financial provider gains world-class cloud contact centre

CUSTOMER SUCCESS STORY

Aussie financial provider gains world-class reporting tools through cloud contact centre transformation

Phoenix Health Fund logo

Over its sixty-five-year journey towards becoming Australia’s second-fastest-growing health fund, Phoenix Health Fund has come a long way, figuratively and literally. 

Phoenix Health Fund began its operation to support the influx of immigrating Scottish steelworkers of the mid-twentieth century, who were kickstarting Australia’s steel manufacturing industry. The Scottish by birth organisation migrated its operation to Australia to better support local steelworkers, in 1953.

The situation

While they enjoyed success as an organisation, Phoenix Health Fund did have several vulnerabilities and limitations in the customer experience (CX) they were providing. A variety of challenges became apparent to Sharon as she began re-shaping the organisation to cater to Australia’s general audience. 

Sharon needed expert support and technology to get the best from her capable team and maintain the award-winning customer satisfaction they were known for.

Enter Premier

Sharon had experience of working with Premier five years ago while she was managing the contact centre team and operations at Newcastle Permanent Building Society. Premier had successfully deployed their contact centre system and provided the necessary training to ensure it was a success for the Newcastle Permanent Building Society. Sharon notes that it is still the system they use today, half a decade later. 

With Premier being a known, trusted entity in the contact centre space, she reviewed them amongst competitors and found them the logical choice to work with again. 

Sharon needed a system for her small team that could scale with the growing business and customer service team. She had seen Premier Contact Point deliver robust technology solutions and was confident in their ability to support call integration, chats, and messaging into one streamlined contact centre system and provide the vital training and support needed to make it a success.

Outcomes

The relationship between Phoenix Health Fund and Premier Contact Point continues, with numerous projects on the CX front. The outcomes of the initial projects are already evident across the organisation.

Phoenix’s CX Outcomes:

  • Easy for staff to use
  • Cloud-based – access anywhere
  • Highly valued help desk
  • Business insights from class leading reporting tools
  • Compliance and quality assurance with call recording and agent scorecards

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

What our customer say

"Phoenix Health Fund has used Premier’s cloud-based solution, Premier Contact Point for the last 5 years. The system enables us to manage our member communications with flexible and responsive real-time and historical monitoring tools and full call recording capabilities for compliance purposes. The implementation process and training were very straightforward and we receive prompt support when requested."
Sharon Waterhouse
CEO, Phoenix Health Fund

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

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

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.

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

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

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.

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

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

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.

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

Premier Contact Point deliver a rapid digital customer support transformation for an international charity organisation

CUSTOMER SUCCESS STORY

Premier Contact Point deliver a rapid digital customer support transformation for an international charity organisation

A leading global charity approached Premier Contact Point for urgent resolution of issues with their network and customer service functions. The organisation provides charitable support services for society’s most vulnerable and fights for justice and equality in Australia and worldwide.

The situation

The enormous reach of the organisation led to a large influx in calls, resulting in dropouts and abandoned calls. Their existing system, and a newly purchased system proved inadequate to meet these growing expectations and requirements. These issues escalated and put the organisation at risk of losing Government funding.

Premier’s response

Premier Contact Point got right to work with rapid on-boarding and configuration projects completed in less than two weeks. Primary goals achieved included:

  • Set up custom call routing to alleviate call dropouts 
  • Completed testing and training in an accelerated three-day period 
  • Rolled out advanced cloud features and functions, including IVR, call recording and skills-based routing.

Outcomes

  • The number of abandoned calls and dropouts reduced, so the organisation retained Government funding. 
  • Productivity and CX improved with the newly provided system functionality. 
  • The organisation remained on the system beyond the planned six month period due to ease of use, CX and efficiency gains.

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

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

Aurora Energy powers up their CX with a Premier cloud contact centre transformation

CUSTOMER SUCCESS STORY

Aurora Energy powers up their CX with a Premier cloud contact centre transformation

Aurora Energy is the retail arm of the Hydro-Electric Commission, which has sold and distributed energy to the Tasmanian community since 1998. Aurora’s core mission of providing energy and serving its community has led to significant growth and a strong focus on customer service innovations.

The situation

Aurora Energy needed to upgrade an aged system to continue its longstanding objective of delivering customer-centric services. Their search centered on a scalable, best-in-class omnichannel solution integrated with workforce management to help their customer service staff to provide efficient CX-focused support and minimise future growing pains.

Premier’s response

Premier Contact Point’s consultative approach and applying best practice to optimise business outcomes aided Aurora Energy achieve their primary goals including:

  • A cloud contact centre solution that could easily scale to meet on-demand requirements Blended inbound and outbound dialler calls and omnichannel queueing functionality
  • Integration with a leading WFM solution to assist in forecasting and a global billing system to facilitate accounts payable collections
  • An Australian based service desk team able to provide high touch, responsive support.

Outcomes

  • Customers and contact centre staff reported high levels of satisfaction rates after Premier’s solution has been implemented.
  • Class leading real-time and BI reporting tools provided managers with actionable insights, which enabled the delivery of improved customer experience and identified areas for significant agent productivity gains.
  • Overall, Premier Contact Point facilitated Aurora’s customer service and accounts payable teams to deliver streamlined services and customer support.

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

What our customer say

“The communication has been pretty good from Premier. With our relationship with our program manager Tim, we know we’ve got a direct conduit in there that you can rely upon. That is where the trust to work with Premier has been built, through our relationship. Along with this, the transparency in operations has been very helpful...”
Andrew Wilson
Process Delivery Lead, Aurora Energy

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

Phoenix Health Fund transforms CX with Premier’s cloud contact centre solution

Case Study

Phoenix Health Fund transforms CX with Premier’s cloud contact centre solution

Phoenix Health Fund logo

Being one of Australia’s fastest growing health funds, Phoenix Health Fund has always put their customers first and dedicated themselves to providing consistent 5 star service for their customers. But with the accelerating need to continue to scale to provide their services to a broader Australian audience, and a surprise global pandemic thrown into the mix, Phoenix needed to think bigger and gain experienced support when it came to developing the future of their contact centre solutions.

Our case study provides the full story of Phoenix Health Funds CX journey to the cloud. Simply fill out the form to get your complimentary copy.

Fill out the form to get your complimentary copy

The situation

Phoenix’s CX Objectives:

  • Scaling a successful organisation
  • Expanding to an Australia-wide customer base
  • Remote Workplace Management for Staff
  • Upholding CX company values
  • Urgent need for modern contact centre technology
  • Remote call review and management functionality
    Meet broadening customer CX expectations
“We needed a new system as soon as possible to provide more self-service options for our customers. As a small company, we operate during business hours but our customers wanted 24×7 access. The other challenge we faced was suddenly having all of our team remote working, and we needed our systems set up to enable our team to work wherever they needed to in Australia, or the world for that matter.”
Sharon Waterhouse
CEO of Phoenix Health Fund
“Premier Contact Point has delivered a great combination of powerful technology and great personal service, which is what we at Phoenix try to deliver ourselves as a business. I know I can trust Premier's solution to grow with our organisation which makes it easy as we have that reliable partnership and can continue to work with them."
Sharon Waterhouse
CEO of Phoenix Health Fund

Premier's solution

Phoenix’s CX Outcomes:
  • Easy for staff to use system
  • Cloud based – access anywhere
  • Highly valued help desk tools
  • Maximised staff availability
  • Business insights from class leading reporting tools
  • Compliance and quality assurance
  • Call recording and agent scorecards
  • Faster call response times
  • Reduced call downtime