Case Study: The City of Port Coquitlam improves customer self-service with ACTIVE Network’s ACTIVENet

The City of Port Coquitlam reduces online ACTIVENet complaints with ACTIVE Network

The City of Port Coquitlam sought to improve customer service and offer more online registration options for its recreation programs and facilities, especially in response to post-pandemic community readiness. To address this challenge, the city partnered with ACTIVE Network and utilized its ACTIVENet recreation management technology, specifically the new customer user interface (CUI) modules.

ACTIVE Network's solution involved implementing several ACTIVENet CUI modules, including Activity Registration, Facility Reservation, and Online Rentals, which featured mobile responsiveness. This empowered customers to manage their own signups and access account details online. The results included a significant reduction in complaints and support calls, with more customers using the system independently. This automation of basic tasks freed up staff time to focus on more complex customer service needs, creating more efficient workflows for the city.

The City of Port Coquitlam