Streamlining Council’s Customer Service Processes

Published on 25 July 2023

Colac Otway Shire Council has moved to improve its responsiveness to customer inquiries through upgraded software and processes.

A new Customer Request Management (CRM) module has been introduced to capture and track inquiries and assist staff in delivering timely information to customers.

Chief Executive Officer Anne Howard said customers would initially notice an email acknowledging their inquiry and providing a tracking number should they need to get back in contact with Council in relation to the inquiry.

“Internally the changes are much more significant and are all designed to improve the customer experience so the customer isn’t left wondering what is happening. The data we collect will help us see where delays occur and improvements can be made.

“Our Council Plan identified a replacement of our Customer Request Management System as a priority in improving the customer experience and our interactions with the community,” Ms Howard said.

“We are here to assist residents and ratepayers, and that is the approach we expect from our customer service teams in the front office, right through to Services and Operations, Planning, Assets and Engineering and throughout the Council.”

Ms Howard said Council was working on improving the effectiveness of its responses to customers, whether contact is made in person, via phone, email, or through the website.

“The introduction of the new CRM module will help us refine internal response processes, which will no doubt be appreciated by our customers,” she said.

“It was a team effort to get us ready for the changeover last month and the early results are very encouraging. We will utilise more of the CRM’s capabilities as we go, but it aligns with our Customer Experience Strategy project that will guide how all departments respond to inquiries and share important information in a consistent manner.”

Recent Community Satisfaction Survey results saw an improvement in perceptions of Customer Service at Council, but Ms Howard said continual improvement in this space was required.

“It’s vital for the communities we service,” she said. “And we are committed to making improvements that assist the information flow between Council and customers.”