Transforming council communication with Contact Point
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.
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Moonee Valley Council’s outdated on-premise system was hampering customer service efficiency and limiting their ability to meet customer communication needs across multiple channels.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
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
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.
‘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?
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.
05.
Ongoing local, Australian-based support
The impact
Easy integration and setup,
exceeding client expectations
‘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