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Baw Baw Shire Council

Unified communications solution delivers major customer service enhancements

The Challenge:

Baw Baw Shire Council was previously using an outdated PABX phone system for communications but found that the system was not allowing the organisation to provide its customers with the service they needed.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

To secure a successful deployment through remote training for the university, the Halcyon team needed to ensure they could roll-out multiple features including individual and group chat collaboration, file sharing and management, call controls, presence, meeting etiquette, Teams and Channels, scheduled meetings, conferencing, and a lot more.  

To ensure the university had Teams properly setup and configured, we were able to provide training to their Office 365 administrator and turn on dial-in conferencing so external users could then join meetings. The Halcyon team provided over 40 training sessions over the course of 10 days. With each session at one hour, the team covered the key features of Microsoft Teams, focusing on the platform’s collaboration capabilities. These were meetings, chat, video, document collaboration, IM presence, and calling. The emphasis was on keeping everyone at home and safe throughout this difficult time, but ensuring they stay connected.  

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

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