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Baw Baw Shire Council

Unified communications solution delivers major customer service enhancements

The Problem:

Baw Baw Shire Council was previously using an outdated PABX phone system for communications but found that the system was not allowing the organisation to provide its customers with the service they needed.  It was also causing operational inefficiencies.

Key challenges the Council was facing were that the PABX phone system was reaching end of life with no further support available, and customers were having to wait for long periods to speak with someone (up to a 5 min wait time), which resulted in many calls hanging up.

The Solution:

Baw Baw Shire Council prioritised the ability to have one unified system that could be used by all staff, regardless of their location, and that also had video conferencing capabilities and the option to scale up when necessary.

Following an assessment of all the options, Baw Baw Shire Council selected Microsoft’s Skype for Business as its unified communications platform. Skype for Business was integrated with Jabra headsets for all staff, with an additional software solution from Enghouse Interactive for Baw Baw Shire's customer service staff.

The Result:

Staff at Baw Baw Shire Council found the implementation of the new solution gave them numerous benefits straight away. The Council is now able to provide a better customer experience, with the Skype for Business and Enghouse solutions allowing staff to have better information around how many calls are in the queue, how many calls have been missed, as well as seeing statistics around call backs.

Read the full white paper case study about Baw Baw Shire's transformation