Case Study: Goulburn Mulwaree Council achieves higher customer satisfaction with livepro

Goulburn Mulwaree Council cuts staff training from 2 weeks to 2 days with livepro

Goulburn Mulwaree Council needed a solution to maintain its high standard of customer service after an influx of new staff. The challenge was to rapidly train new hires and provide them with consistent, accurate information to improve call resolution times and boost citizen satisfaction. They turned to the vendor livepro for its knowledge management software to meet these goals.

By implementing livepro, the Council created an intuitive knowledge base with 319 templates that are used 1,200 times per month. The solution from livepro drastically reduced staff training time from two weeks to just two days and enabled even temporary staff to perform effectively. This empowered staff, improved morale, and led to the Council achieving the highest customer satisfaction rating in its sector.

Goulburn Mulwaree Council