Case Study: Western Downs Regional Council achieves faster, more consistent customer service with livepro

Utilise livepro to Provide Exceptional Customer Service to Support the Local Community

Western Downs Regional Council’s Customer Contact Centre was struggling with an outdated knowledge-management approach—staff relied on multiple systems, reference books, sticky notes and long-serving colleagues’ memories, which caused long call resolution times, inconsistent answers and lengthy queues. In 2020 the Council selected livepro’s cloud-based knowledge management solution to provide a single, searchable source of truth with real-time announcements and a user-friendly interface.

livepro implemented a centralised, cloud-accessible knowledge base with real-time updates and easier onboarding, which proved critical during the February 2020 floods and the COVID-19 lockdowns. The solution helped staff handle an 11% spike in call volumes while reducing call times by 4%, queue times by 11% and training time by 60%, improving service consistency, staff confidence and cross-department collaboration.

Western Downs Regional Council