Enhanced Customer Experience
"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 initiate coincided with the boundary extension of Cork city, increasing the population of Cork city from 125,000 to 210,000."
The Situation
Faced with an imminent expansion of its boundaries to that would heavily increase the pressure on their services, Cork City Council engaged OpenSky to bring its CRM and customer service portals into one unified service to assist citizens via telephone, email, and its online portal.
Cork City Council had two main requirements for this new system: first, it needed to be intuitive and easy to use, providing out of the box functionality to facilitate customer service-based activities; and second, it needed to be scalable and adaptable to meet the future business needs that they would have down the line.
An Advanced and Responsive CRM & Customer Service Tool
The Unified Service Desk for Dynamics 365 Customer Engagement aggregates customer information from different areas in Customer Engagement into an integrated desktop that provides a 360° view of customer interactions – giving customer service agents immediate access to critical business information so that they can quickly engage with customers and address queries and issues.
In preparation for Phase 2 development, the computer telephony integration (CTI) framework of UII will connect the Unified Service Desk with the existing CTI infrastructure to support customer communication in agent desktops over various channels such as chat, email or telephone. Detailed reporting equips City Council stakeholders, users, assignees and inspectors, with statistics, views & visibility on the inbound call activity, and facilitates the ongoing review and monitoring of inbound call activity
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Key Functionality & Features
- Installation and configuration of a unified service desk
- Facility for logging of all directorate cases
- Phone system integration functionality developed for phase 2
- Facility to log all and manage all inbound enquiries received via the public contact form right from Dynamics interface
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