Research shows that most local government institutions in Australia are running legacy systems that have not kept pace with the demands of their local constituents. Constituents today are actively using social media mediums such as Facebook and twitter to voice concerns and are doing this with smart devices, where pictures can be captured and uploaded for the world to see in seconds.
The demand for government services is being driven by population growth and demographics of the constituent population. Because government is often required to operate with a balanced budget, loss of revenue results in a reduction of services and potential job losses.
Most local government organisations are being asked to do more with less and provide detailed, timely information about how all public funds are spent. Agencies are finding it increasingly difficult to meet the demands of citizens for more responsive services and better reporting. Many services, reporting activities and operational processes remain manual and require duplicated data entry from system to system.
Local government institutions in Australia can significantly benefit from implementing a unified contact centre solution based on Dynamics CRM and Skype of Business (Lync) from Microsoft.
6 main benefits of Dynamics CRM in local government contact centres;
1) Effective data management: Reduce the time wasted digging through old data as Microsoft Dynamics enables intelligent cleansing of your local contact data eliminating duplication’s.
2) Reporting and Analysis tools: Enhance business intelligence capability with advanced intuitive tools in Microsoft SQL server and the Microsoft Office Systems, which work seamlessly with Microsoft Dynamics CRM and allow you to efficiently manage, operate and report on services.
3) Fully utilise contact information: Have Instant access to complete and up-to-date contact information (including preferences, primary position, role and more).
4) List and segmentation tools: Deliver the right message to the right audience using intelligent lists and segmentation tools to segment constituent contact data across multiple data points in Dynamics CRM.
5) Familiar user interface: Facilitate quick and easy navigation. Dynamics CRM presents a similar user interface to and integrates with other Microsoft products. Of special significance, Dynamics CRM’s functionality is a natural extension of Microsoft Outlook, allowing you to manage contact details such as multiple street addresses, email addresses and phone numbers for each of your constituents.
6) Integrated Telephony: Microsoft Dynamics CRM and Microsoft Lync Enterprise Voice work hand in hand for call handling managing all inbound/outbound call and complaint enquires, giving you the potential to increase the number of first call resolutions helping you to reduce your annual operational costs.
Research by Customer Service Benchmarking Australia shows that for the “average” call centre a 1% improvement in first call resolutions equals a $276,000 in annual savings. Figures may vary depending on the volume of calls made on an annual basis.
To find out what the value of an integrated contact centre system will mean for your organisation please contact us for a no obligation conversation.
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