If anything is guaranteed to frustrate a customer, it is being given the wrong information. This is true for any company or Government agency responsible for customer service
Canberra Connect is a gateway used by a number of ACT government agencies to deliver information to businesses and citizens, and to manage government-related transactions from its single call-centre and five shopfronts.\
The organisation had operated a number of systems, but had no coherent overview of data across all agencies and services.
After a rigorous tender and evaluation process, RightNow Technologies was enlisted to provide a multi-channel service that used a common self-learning knowledge repository to provide reliable, uniform information over the phone, on the web, by email or in person.
THE PROBLEM
The organisation had no coherent overview of data across all agencies and services. Knowledge varied according to individual customer service representatives.
THE PROCESS
RightNow was installed to provide a multi-channel service using a common self-learning foundation.
THE RESULT
The system enables flexibility in managing content and allows information to be updated in real time. High-quality, consistent information is available to users regardless of the service channel.
Read more about this exciting achievement for RightNow here.