Western Downs Regional Council Customer Service Case Study

This case study outlines the implementation of livepro by the Customer Contact Centre (CCC) Team of the Western Downs Regional Council. The objective was to enhance customer service delivery by addressing the challenges posed by an outdated knowledge management system. Prior to livepro, staff faced difficulties in accessing accurate information, leading to high call resolution times and inconsistent responses. The introduction of livepro provided a centralized, cloud-based knowledge management solution, which improved efficiency and consistency in service delivery. The implementation coincided with significant events, including floods and the COVID-19 pandemic, which increased call volumes. Despite these challenges, the CCC Team achieved a 4% reduction in call times and an 11% decrease in queue times. The case study highlights the positive impact of livepro on team morale, inter-departmental relationships, and overall customer service effectiveness.