To enable the new staff to provide the best possible service to citizens, the Council needed to significantly improve its training and knowledge management strategy. The organization set out
to find a new solution that could meet the following objectives:
- Reduce the time and cost for training new hires
- Make consistent, up-to-date information readily available to both staff and customers
- Improve first call resolutions and reduce average handling times
- Boost customer satisfaction, giving them confidence that they had spoken to a knowledgeable team member
livepro met these goals and more, emerging as the ideal answer to the Council’s challenges. Showcasing the product to the wider Council, the customer service team quickly secured buy-in for livepro for the entire organization. Before long, Goulburn Mulwaree had implemented 319 livepro templates, which are now utilised 1,200 times per month.