WATER NSW what the customer ' s position is , where they are sitting with their transactions , what problems they ' ve had in the past , and what payment schedules they ' ve had . This allows us to have a really rich experience in interacting with the customer that allows us to prove to the customer that we know and understand them .
“ Our CRM solution is not only a record of customer interactions and case management for enquiries , it is also a business process automation solution using Pega software . From a CRM perspective , it provides a web-based customer portal that captures customers ’ views from social media , voice contact , chatbots or email contact . All of those different channels all funnel into one single view for the internal customer service officer . It also enables customers to take into their own hands , the process of applying for and transacting with WaterNSW , so a lot of care has been taken in the CX / UX experience for a customer trying to initiate a transaction , such that , we put it into the way a customer thinks . Having entered the data , the information is processed through business rules to give the customer an automated , if possible , outcome . Ultimately , it ’ s about enabling WaterNSW to work in the way the customer needs , while also allowing for a reduction in the mundane task of entering data and , most importantly , allows us to focus on improving customer service .
Pega , at its roots , is a business process management engine that allows us to automate steps where business rules are met which results in the need for human intervention only when rules require it or where complex interactions are required . This is what lifts the focus of our staff from low to high value work . We can move from administration to advisory , from long cycle times pushing paper to quick cycle times with customers that really understand the nature of their assessment and the reason for the outcome of the assessment .”
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