How the Energy and Water Ombudsman of Victoria modernised their complaints management processes using Salesforce Public Sector Solutions.
Brooke’s client, the Energy and Water Ombudsman of Victoria (EWOV), resolves complaints about electricity, gas and water companies. EWOV wanted to modernise its complaints management system and enhance the interactions between staff and customers, so it could be assured its team can continue to serve the needs of the community, now and into the future.
The existing complaints management process relied on outdated technology and a number of manual steps that resulted in low staff productivity and high margins for error, and ultimately put their customer satisfaction and dispute resolution processes at risk of failure.
EWOV needed a solution that:
EWOV needed an implementation partner that would truly collaborate with its team to understand the organisation’s context and the customers it serves, to build a solution that was configured appropriately to serve the needs of customers and staff. It needed to take into consideration a broader technology
roadmap, and build capability in the organisation without compromising on the business outcomes the
organisation needed from a new CRM platform.
Using Brooke’s 6D problem-solving methodology and an agile program approach, Brooke and EWOV
collaborated over a 15 week engagement to design and build the Salesforce PSS CRM to deliver the
complaints management system.
Utilising the new Public Sector Solutions (PSS) functionality, Brooke were able to rapidly develop a
solution that enhanced and streamlined existing EWOV business processes.
By using the Omnistudio functionality (part of PSS) Brooke were able to develop key modules of the
system up to 50% faster than using traditional Salesforce development methods.
EWOV is now providing both customers and staff with an enhanced experience using the Salesforce PSS
CRM. It is well positioned to continue to deliver leading industry customer service outcomes and enjoy
increased staff efficiency and satisfaction as it continues its digital transformation journey.
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