Case Study: Blue Mountains City Council achieves nearly 5 hours saved on customer calls per week with livepro

Blue Mountains City Council saves five hours on customer calls per week

Blue Mountains City Council faced rising citizen expectations and pressure to cut costs while its existing knowledge management system was unintuitive, slowing customer service staff and preventing the Council from tracking knowledge usage and improving agent performance. To address this, the Council chose livepro and its knowledge management solution to deliver faster, clearer information to agents and enable better reporting and training.

livepro implemented an intuitive KMS that halved time-to-find information (10s to 5s), reduced reading time (15s to 9s) and cut overall time-to-start-delivering information from 25s to 14s — a >50% reduction per call, equating to over 50 minutes saved per day (nearly 5 hours per week) and 4,868 accesses in 2 weeks. livepro’s platform also reduced training time and escalations while providing detailed reporting, quizzes and feedback loops to continually improve knowledge and staff performance.

Blue Mountains City Council

Geoff Stodart

Customer Services Team Leader