Hornsby Shire Council Customer Service Transformation Case Study

This case study details the transformation of Hornsby Shire Council's customer service operations through the implementation of a cloud-based knowledge management solution provided by livepro. The Council aimed to enhance customer satisfaction by modernizing its approach to knowledge management, which previously relied on outdated physical binders. These binders hindered efficiency, leading to longer Average Handle Times (AHT) for customer service agents. The new solution was designed to be easy to use, responsive, and cost-effective, allowing agents to access information quickly and accurately. Following the implementation, training for staff was completed in under two weeks, resulting in a significant reduction of AHT to under three minutes. The case study highlights the successful collaboration between Hornsby Shire Council and livepro, emphasizing the ease of transition and the positive impact on customer service delivery.