Case Study: Nelson City Council achieves significant time and productivity savings with MAGIQ Software

Nelson City Council - Customer Case Study

Nelson City Council faced poor staff take-up and unreliable business data because its existing service requests system was too complex to use, limiting the Council’s ability to track performance against its KPIs and “Customer Promises.” To address this, Nelson City Council engaged MAGIQ Software and implemented MAGIQ Service Requests, a local-government‑focused customer service application.

MAGIQ Software installed and configured MAGIQ Service Requests, provided on‑site training and a smooth go‑live, delivering an intuitive, point‑and‑click interface that staff adopted quickly. The result was higher system take‑up, reduced training time, significant time savings handling roughly 200 requests a day, and much improved data quality and visibility—enabling Nelson City Council to more accurately measure service resolution times and progress toward its 80% resolution target.

Nelson City Council

Jane McLeod

Manager Customer Service & IT