AXS-One has been providing eFinancials, Information Management and Interactive Self Service solutions to the Local Government market for more than a decade. It has recently released an ASP-based Interaction Management System enabling Councils to effectively manage all their customer interactions over the Internet.
As Councils respond to the push by Government for online transacting and begin making this new technology available to their residents and ratepayers, there is a need for innovative systems to manage these transactions.
Many Councils provide customer information over the web, but very few enable people to complete and lodge applications, buy or pay over the web, provide customer/staff support over the web, provide language translation or direct call back from the web. Now Councils have been given the means not only to provide these services but to manage these transactions to ensure that customers successfully complete them in one session or otherwise provide immediate help over the web.
A successfully completed transaction will contribute significantly to Council operations by increased service offerings at a lower cost, a higher level of service to customers, increased efficiencies and higher customer satisfaction. The Interaction Management System provides elements of ‘personal interaction’ between the customer, the Council’s web site and Council’s internal systems, such as CRM, eCommerce Systems and Call centre.
A number of exciting facilities make up the IMS system.
Web Automatic Call Back
This provides the integration of online customer service with exiting 1300/1800 telephone facilities. Online customers and email recipients are able to request an instant, free automatic telephone call back from Council’s call centre or support staff at the click of a button within the web site.
Online Text Communication
Web visitor can instantly connect to a Council’s customer service centre and chat over the Web using a text based ‘instant message’ system all without the need to email or log off to call. Chat is an effective way for users to get quick, accurate answers to their questions that leads to customer purchases and an enhanced customer experience. This also provides communication for hearing impaired residents.
Document/Files/Data Transfer
Two way push and pull facility can send files and data instantly for discussion, co-processing or simply to upgrade software or download patches. This eliminates emails and mailing. This facility enables the service centre to push the correct application form, assist with the completion of this form and then the resident or ratepayer to push the completed form back.
Multi Lingual Translation
Many Councils have a multicultural customer base. The system provides an instant two way interactive language translation between web site visitor and Council staff. Translation of email messages and attachments and the translation of text sessions interactively is available.
eMail Secured and Certified
eMails and attachments sent via this facility guarantees 100 per cent security of content, guarantees 100 per cent delivery to correct recipient with guaranteed 100 per cent signature certification audit.
Web Based Customer/Staff Support
Councils can provide a co browsing web session to their residents or their staff enabling both the customer/staff and the service centre to see exactly the same thing. This can be extended to allow the service centre to ‘whiteboard’ or write or highlight on the screen for explanation and training purposes.
For further information contact Gilly Hen-Boisen at AXS One, telephone (02) 9955 9944
* Copy supplied by AXS-One Pty Ltd
