Back in 2015 the Washington D.C. Office of Unified Communications (OUC) commenced a re-platforming workout of their spine from an on premise machine to a cloud based customer support solution.
The Washington, D.C. Office of Unified Communications manages non-emergency services for 311 callers during the District of Columbia, helping 17 exclusive groups, together with the Department of Transportation, the Department of Public Works, the Department of Motor Vehicles, and greater. The OUC moreover manages emergency offerings for 911 callers.
One of the main reasons for this re-platforming become the downtime challenge inherent to all on premise systems: They need to be upgraded regularly, which motives service degradation or maybe unavailability.
Other reasons protected inadequate and sluggish reporting competencies further to the want to feature greater self-carrier channels.
Having robust reporting and analytics abilties are crucially important for name centers. The biggest factor for them is the solution and answer rate, which needs to be as high as feasible.
Additional self-carrier channels had been critical if you need to cope with the influx of requests and to each, enhance consumer satisfaction and modernize the client enjoy. To further accumulate the latter, a chat provider and social media channels like Facebook, Instagram and Twitter have been delivered to the 311 offerings.
All of these demanding situations had been addressed thru migrating to a software program application solution primarily based completely upon the Salesforce Service Cloud, together with a few organizational measures.
Being a number one KPI, the answer wait time has been significantly reduced from 7 mins to an insignificant 31 seconds. Doesn?T sound appropriate to you? Consider that the service although serves 1.8 million calls in keeping with yr with a body of workers of only about eighty sellers plus 10 control body of workers! This way that, with out big increase within the group of workers, the company abilties were advanced dramatically.
The social media self-issuer channels are specifically ?Running as a comfort element?, within the principal for visitors related problems. While they may be getting nowhere near to the amount of calls which can be coming in via the cellphone the ones channels function an critical ad-hoc channel for fast, situational communications. One wonderful instance said by using Wanda Gattison, Public Information Officer for the OUC, is the bikers? Community that regularly reviews problems with the biking paths in actual time, with pics giving evidence. She stresses that ?Nowadays?S tech-savvy citizens are used to rapid and personalized reviews at the same time as connecting with corporations, so governments nowadays need to provide their elements with n attractive and current platform to have interaction.?
A advantageous effect may be seen at the group of workers itself. The OUC sees advanced personnel morale as their customers are also an awful lot less irritated and because they now can do a better challenge at keeping citizens engaged and knowledgeable via more and higher updates and notifications. This additionally decreased the quantity of look at-up calls and consequently multiplied the capability to deliver answers.
This expanded ability to supply, in turn, will increase the range of offerings that OUC can and does guide. More and additional community and country businesses are rolling into their issuer.
This again, along with the L.E.A.P. (Learn, Earn, Advance, Prosper) group of workers improvement program, enables to growth staff morale with the aid of increasing expert skills and -pleasure.
The Secret Sauce
This is rightly and clearly a achievement story, no longer quality for the Salesforce Service Cloud however particularly for the OUC itself.
According to Ms. Gattison the modern-day success of the OUC may be attributed to the tool and the workforce to about same factors.
So what did OUC do?
· They re-platformed to one strong platform that supports multiple and diverse channels
· They trained up their staff using L.E.A.P
· They implemented a rotating schedule that has agents work with different channels
In brief, to the inside the OUC created a positive work environment on top of a modern platform. To the outside it started to offer its customers services on the channels that they need and want. As an example cyclists now can snap a picture of damages of a cycle path, tweet it to DC311 where a ticket gets created right away.
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