Cork City Council Empowers Omni-channel Citizen Engagement

Project Overview

Organisation
Cork City Council
Customer Profile
Public Service Local Authority responsible for providing a diverse range of services to Cork City.
Industry
Government 
Business Situation

In line with the imminent boundary expansion of Cork City Council resulting in an increase in customer service enquiries, CCC required a service desk solution integrated with their CRM – to support citizen engagements through telephone, portal & email.

Solution Description

An intuitive and easy to use Service Desk Solution, supporting Citizen engagement via phone call integration with Dynamics 365 CRM.  Enhanced visibility of statistics, views & call activity to admin staff, assignees & inspectors enabling heightened business intelligence throughout the organisation.

Benefits

The Service Desk Solution has provided a streamlined, standardised service agent call logging system with enhanced automation.  The system makes much greater use of CRM, connected to the Unified Service Desk functionality, allowing for more efficient handling and processing of inbound calls from the Public.

Country / Region

Ireland

Kieran Cronin - Project Lead, Cork City Council

"We currently have 6 agents and 1 supervisor fielding phone calls from customers and public of Cork city council. Calls are captured over the phone on a dedicated customer service phone number and online using a service request form on www.corkcity.ie. The phone lines are operational 09.00 – 17.00 Monday – Friday with the option for customers to leave a voicemail out of operational hours.

We currently field circa 750 calls per day. This has now greatly improved the customer experience, ensuring customers of Cork city council and the general public can now interact with a customer service agent during office hours. Customer service agents using MS Dynamics can guarantee that the issue is assigned to the correct internal party.

This initiative coincided with the boundary extension of Cork city, increasing the population Cork city from 125,000 to 210,000."

Business Situation

In line with the imminent expansion of the Cork City Council boundary resulting in an increase in customer service enquiries, the Council required a service desk solution integrated with their CRM – to support citizen engagements through telephone, portal & email. 

The service desk solution functionality needed to be intuitive and easy to use, providing out of the box functionality to facilitate customer service-based activities. Furthermore, it was crucial that the solution be scalable and adaptable to provide further functionality to meet the business needs for future stages of development. 

Local Authority Case Management CRM

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