The new CRM platform was designed to give the city’s 45,000 residents greater options for customer service, including self-service phone and web alternatives for managing simple inquiries.
“This provides residents with easier and faster access to information and streamlines customer service requests for quicker resolution,” Jo Hutchinson, Datacom said.
“It also provides City of South Perth contact centre employees the time to help residents with complex inquiries, allowing the city to improve responsiveness levels.”
“With Kana Lagan customer service solution the City of South Perth gets a simple, single view of the customer, as it integrates tightly with council’s existing back-end systems such as HP TRIM, Civica Authority and Intramaps. This allows contact centre teams to provide comprehensive, multi-channel customer service and to streamline their workflow,” Hutchinson said.
Hutchinson said that by the end of this year, the City of South Perth would be offering its residents access to mobile apps and further web solutions, to provide even greater levels of service.
According to Kana’s VP Sales Asia Pacific, Jason du Preez, said with “powerful and accessible CRM solutions like Kana Lagan,” government organisations across the country could improve their service delivery with “fast, streamlined improvements.”
“There are significant benefits for local councils and other government bodies who deal with the public on a regular basis to providing better access to information, faster resolution of customer service requests and greater transparency into processes.
“These benefits come via substantial labour and cost efficiencies, which can in turn be used to keep improving service delivery while continuing to lower costs,” du Preez said.