Case Study: Fair Work Ombudsman achieves reduced call volumes and a personalised 24/7 self-service portal with Elcom

Fair Work Ombudsman - Customer Case Study

The Fair Work Ombudsman, the Australian government agency that provides information and advice about workplace rights and rules, needed a way to communicate with customers and offer online self-service. With heavy demand on its call centre and no channel for transactions or personalised digital engagement, the organisation required a well-supported, quickly deployable portal with content management capabilities.

Elcom delivered a lean portal and single CMS, migrating the website, completing user testing and a rapid rollout with CRM and bespoke app integrations. The result is a personalised, 24/7 self-service experience and an intuitive admin interface for staff—reducing call volumes and administration time, improving customer engagement and service timeliness, and supporting hundreds of thousands of assistance requests and millions of site visits.

Fair Work Ombudsman

Paul Vadasz

Assistant director online channels