Case Study: State Library of New South Wales modernises service delivery with Experience Digital's Codex platform

State Library of New South Wales centralises service delivery with Experience Digital, reducing manual processes

The State Library of New South Wales was facing challenges with fragmented service delivery, relying on a combination of legacy platforms, shared inboxes, and manual processes to manage enquiries, events, memberships, and donations. This led to operational inefficiencies and limited visibility across teams. To modernize its operations, the Library partnered with Experience Digital to implement a unified platform, Codex.

Experience Digital centralized the Library's service delivery on the Codex platform, integrating case management, event lifecycle management, membership tracking, and donations into a single system. The solution included tools for multi-channel interactions, QR-based event check-in, and real-time Power BI dashboards. This resulted in more efficient and coordinated workflows for staff, a significant reduction in manual processes, and improved visibility into service activity through real-time reporting for leadership.

State Library of New South Wales