A focus on self-service
Another big goal for Yarra Ranges was to provide users with more self-service opportunities, which required a lot of automated processes to happen behind the scenes to display information on the website or interact with the user online.
For example, Seamless built a new section on the site called ‘My Neighbourhood’ where users can enter their address and see what’s going on around them displayed as pins on a Google map. Users can see events in their region, councillors’ information, burning off restrictions and, thanks to a bridge with Yarra Ranges’ property system, their exact garbage collection date.
Seamless helped Yarra Ranges integrate the website with their internal Customer Request Management (CRM) system to allow users to track their requests online. Customers can enter their request number and a report is automatically generated from the CRM and displayed on the website, telling customers the status of their request, where’s at, and what the next steps are. By empowering residents to easily access this information online anytime, Yarra Ranges was able to reduce calls and emails to its customer service centre.