WDRC utilise livepro to provide exceptional customer service & support the local community during high call volumes

The Council’s livepro soft launch came just in time – coinciding with the February 2020 floods! “With infrastructure teams stretched thin, roads damaged, and creeks over-flowing, our community and travelers panicked. livepro was the single tool the CCC Team relied on. It allowed smooth and efficient customer service delivery – ensuring citizens had the right information and requests were directed to the right places quickly”.

Hot off the heels of the floods, the COVID 19 pandemic gave the CCC Team little time to catch their breath. livepro was fully implemented in the midst of the lock-down, providing front-line staff with invaluable access to information, new process instructions, and critical announcements.

Despite the challenging circumstances and an 11% spike in call volumes, the team has managed to cut call times by over 4% and queue times by 11%.

Easy access to accurate, centralised knowledge has helped boost team morale and confidence, reducing frustration during these stressful times of increased call volumes and unprecedented challenges. To top that off livepro has helped break down silos and improve the CCC Team’s relationships with other departments by fostering a mutual understanding of roles, challenges, and processes.