Case Study: Mornington Peninsula Shire Council achieves higher customer satisfaction with Powerfront INSIDE

Mornington Peninsula Council increases customer satisfaction with INSIDE

Mornington Peninsula Shire Council partnered with Powerfront to improve customer service across its 80+ services as contact volumes surged, especially during peak summer periods. With around 30,000 monthly interactions and 83% handled by phone, the council needed a secure, scalable, and easy-to-implement solution that would reduce wait times, ease pressure on agents, and support better self-service across digital channels using Powerfront’s INSIDE Customer Engagement Platform.

Powerfront implemented INSIDE via a simple website JavaScript tag, with rapid setup, training, and ongoing support. The results were strong: web chat CSAT reached 92.6%, around 85% of enquiries were resolved immediately, contacts diverted from voice and email increased, and customer wait time dropped significantly compared with voice, helping Mornington Peninsula Shire Council handle more customers with greater efficiency and satisfaction.

Morninginton Peninsula Shire Council

Martin Hopley

Chief Information Officer