Case Study: Northern Beaches Council achieves faster emergency response and streamlined contact-centre operations with Genesys

Integrating disparate processes to enhance operational efficiency

Northern Beaches Council, the local government body serving 266,000 residents across Sydney’s Northern Beaches after the merger of three former councils, needed a unified contact centre to support a wide range of community services. Its legacy on‑premises IVR system couldn’t integrate with the CRM, offered poor employee performance visibility, made reporting cumbersome, and lacked scalability and business‑continuity capabilities for frequent storm and flood events.

The council implemented Telstra Contact Centre Genesys Cloud—integrating Salesforce and adding omnichannel tools, workforce engagement and real‑time reporting—so agents gained a full view of customer journeys, could work remotely, and licences could be scaled up quickly during emergencies. Results included over a 50% reduction in report preparation time (from nearly a day to about an hour), a 9‑second drop in after‑call work (27s to 18s), and demonstrable improvements in customer experience and employee satisfaction.

Northern Beaches Council

Jane Kercher

Business Analyst