City of South Perth beefs up customer service channels

Datacom delivered a smart CRM solution designed to step up the City of South Perth's customer service.

The Challenge

City of South Perth, which governs the greater South Perth, responds to over 100,000 customer queries and hosts over one million visitors to the city every year. The council had to step up customer service, in line with operational and strategic objectives. To do this, it needed a smart customer relationship management (CRM) solution – quickly.

The Solution

The council employs over 200 staff members who are responsible for local planning and policy development, community programmes and services, and day-to-day operations.

To improve its complex business, the city wanted a CRM solution that would meet key internal and customer service objectives. The solution had to be rolled out within a strict timeframe and budget.

In response, Datacom leveraged our knowledge of the council’s operations to quickly engage in a collaborative process to identify issues with the existing CRM solution. Following this, the team worked in partnership with the council to roll out the refreshed CRM system.

The team chose an international solution, specifically designed for the public sector. It is used by more than 250 organisations across the globe, including local, state and federal government.

The first phase of the project was rolled out within six months – from design to configuration, testing and implementation. The project included staff training and change management, driven by Datacom.

The new CRM platform has improved a range of services to the city’s 45,000 residents.

“A truly integrated CRM solution such as this has been talked about in local government for years yet has never been achieved before now. We are proud to demonstrate best practise for customer service in local government across WA.”

Michael Kent - Director Finance & Information Services, City of South Perth