Case Study: Secure Electronic Registries Victoria (SERV) improves customer service and efficiency with 8x8

SERV supercharges Land Registry call center with 8x8 + ServiceNow

Secure Electronic Registries Victoria (SERV), the Melbourne-based organization that administers Victoria’s land registry, needed to replace an outdated, outage-prone contact center system and gain better visibility into performance and staffing. The team was also looking for a partner, not just a vendor, and chose 8x8 to support its customer communications needs, including contact center and voice services.

8x8 implemented 8x8 Contact Center and 8x8 Voice for Microsoft Teams, later integrating ServiceNow to give agents a unified view of customer data and streamline workflows. The result was a 20% decrease in call volumes and transfers, a 20-second reduction in average handle time, and more than a 20% improvement in NPS, while also enabling faster, more personalized customer support.

Secure Electronic Registries Victoria

Jesper Hovrell

Head of Customer Experience & Operations