City of Marion launch Altus Customer Experience

Published on Wednesday, 12 January 2022 at 11:00:00 AM

The South Australian local government council is the largest site to implement the customer service solution to date.

The City of Marion engaged IT Vision, in partnership with Ennovative, to implement Altus Customer Experience to replace their existing request management solution.

The project marks the first step in their significant digital transformation journey, ‘One Marion’. Senior Project Manager at City of Marion, Matthew Ielasi, highlighted its significance as one of 12 projects that will bring significant change for the City of Marion.

“This has been a well-anticipated project and is one of the top 4 key projects within our digital transformation – the others being Payroll and HR, Finance, and Asset Management”, he commented.

The City of Marion sought an innovative, digital solution that would achieve their objectives, including:

  • Improve operational efficiency and customer experience.
  • Satisfy Council’s business requirements for a request management solution.
  • Provide a single view of each customer and their interactions to enable the City of Marion to deliver a more personalised service and improved query resolution.

IT Vision worked closely with Ennovative, providing support and project management to ensure successful implementation of the Altus Customer Experience solution.

“One of the key features of Altus Customer Experience is that it provides comprehensive request management workflows encompassed within a powerful customer experience solution, which fulfilled The City of Marion’s key objectives,” said Nathan Leverington, Managing Director at Ennovative.

The Ennovative team worked on site at the City of Marion for four months leading up to go live and provided workshops and training for City of Marion staff.

“Ennovative were fantastic. I can’t speak more highly of Nathan Leverington and his team”, said Matthew Lelasi, Senior Project Manager at City of Marion.

The key milestones of the project were surrounding the CRM request types.

“Initially, the scope was going to be three specific CRM request types. However, after workshops with senior leaders and staff, the decision was made to go live with all request types that we manage through our old CRM. The rest of the project was focused on developing the solutions to align with that approved scope,” said Matthew.

With the aim to become customer-centric, the project also saw the creation of a branded customer portal for the City of Marion, which can be accessed through their website. The key features of the portal for the community, include:

  • The ability to lodge requests 24/7
  • Simple customer navigation and request type search
  • Map view to identify location & see other requests logged
  • Notifications as request progresses (via SMS or e-mail)
  • History of interactions with council
  • A dedicated rates payment portal

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