Published on the 27/10/2009 | Written by Newsdesk
Product’s ability to deliver high quality customer service over multiple channels cited as a key factor in decision…
Sword Ciboodle, a provider of customer-oriented business software and services, has been selected by two Queensland Government departments to deliver the CRM technology platform supporting operations of a new contact centre to be shared by the Queensland Police Service (QPS) and Smart Service Queensland (SSQ).
It is expected both agencies will collectively handle more than four million contacts annually through the new centre.
Sword Ciboodle has been engaged to deploy a customer relationship management solution for the QPS Policelink contact centre initiative. Supporting QPS operations, the introduction of Policelink will provide an additional multi-channel point-of-contact for anyone wishing to make non-urgent contact with Queensland Police. The QPS anticipates that Policelink will reduce the call burden at existing police stations and establishments, increase capacity of operational police, facilitate the delivery of improved client service to the community and decrease the volume of inappropriate calls to Triple Zero (000).
Sword Ciboodle has been selected to provide measurable improvements in operator efficiency, as well as improved data quality and entry and client service. Sword Ciboodle is to deliver a platform for Policelink that will be integrated with police records, workforce optimisation and telephony solutions, which is anticipated to provide a significant reduction of transaction time. The system is also planned to capture and utilise customer interaction history to enable improved service delivery.
Smart Service Queensland is the “front door” to the Queensland Government across three channels: one website (www.qld.gov.au), one phone number (13 13 04) and one integrated service counter. For SSQ, Sword Ciboodle has been contracted to deliver a platform to capture and maintain all content across all three channels in the contact centre environment, providing a single view of each customer, and ensuring content follows the customer through the life of the transaction, regardless of which channels they use.
