The Malta Independent 8 December 2019, Sunday

Naxxar Local Council selects iMovo Limited to implement advanced customer service solution

Thursday, 18 July 2019, 12:29 Last update: about 6 months ago

iMovo Limited, a leader in Customer Experience Management (CEM), was recently engaged by the Naxxar Local Council to help implement a customer care and experience management system. The new system allows the residents of Naxxar to interact with the Council across multiple communications channels such as social media, emails and phone. The new system is designed to enhance the level of customer service offered by the Council. In this way, the Council believes it can maintain a closer link with the residents and address their needs in a more efficient and consistent way.

With a growing population of over 13,000 residents, the Naxxar Local Council was experiencing an increasing volume of daily requests and complaints. This made it difficult for the council to manage and track all interactions and ensure that each was adequately acted upon in a timely manner.

Having reviewed the Council's needs and requirements, and utilising extensive experience gained from delivering solutions to local and regional councils within the United Kingdom, iMovo Limited helped the Council implement Zendesk, a leading customer support ticketing system.

When discussing this implementation, Jessica Greggio, the lead Zendesk Sales Consultant at iMovo, described how the council was able to streamline all the service requests and issues coming through different channels into one application. So, each time a new request is received, a ticket is generated notifying the Council staff via email and then subsequently keeping a record of the conversation/exchange with the resident involved right through to the resolution of the case. As an added functionality, all the different street names of Naxxar were loaded into the system, making it easier for the Council personnel to associate a specific ticket with its targeted address within Naxxar.

Mr Paul Gatt, the Executive Secretary of the Naxxar Local Council, led the project and worked closely with the iMovo team to identify and implement the right solution through which, the Council is now able to consolidate all requests within one versatile system. This makes it easier for the Council to handle multiple requests from residents and address each of them in a timely manner as well as measure trends of types of requests for better planning of the use of the Council's resources.

The Council have already seen a great improvement and cost savings since implementing Zendesk and are proud to have been the first local council in Malta to adopt such an innovative approach to serving the residents of Naxxar.

To find out more about how you can improve efficiency and achieve seamless and efficient customer service, get in touch with Jessica at iMovo on [email protected].

 

About iMovo

At iMovo we specialise in Customer Experience Management (CEM), using Business Intelligence (BI), Big Data Analytics and Customer Relationship Management (CRM). Blending some of the most innovative technology solutions in the market with a formal advisory approach, we enable organisations to build long-term value relationships with their customers resulting in consistent and profitable growth.

Whether it's increased regulation in the financial services industry, an increased need for governance in the public sector or the need to improve customer service, at iMovo we can help you leverage the information about your customers to improve workforce productivity by using leading edge technologies such as Zendesk.

 

About Zendesk

Zendesk provides a customer service platform designed to bring organisations and their customers closer together. The company provides a unique approach to customer engagement, enabling organisations to listen, respond and delight their customers in a fast and easy manner. With more than 57,000 paid customer accounts, Zendesk products are used by organisations in 150 countries and territories to provide support in more than 40 languages.


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