Shire puts customer service first

Published on Thursday, 21 October 2021 at 9:45:43 AM

Kambalda Community Recreation Facility Customer Service Staff welcome the new portal.

In November this year, the Shire of Coolgardie will launch a new Customer Service Portal which will enable residents and ratepayers to submit and track service requests online. In a partnership with local government software provider, IT Vision, the Shire will be the first local government in the State to implement the customer service solution named Altus Customer Experience.  

Altus Customer Experience is a customer relationship management (CRM) platform that manages customers interactions from start to finish. The platform will empower the Shire to manage the full lifecycle of customer service requests to ensure each enquiry is responded to in a timely manner.  

Shire of Coolgardie Chief Executive Officer, James Trail said he is excited about how the software will transform the organisation.
“The Shire of Coolgardie has a strong community focus and we are continually working to improve the services we deliver to our community. We believe that Altus Customer Experience is a step in the right direction for improving our overall customer experience.
I believe the platform will empower Shire staff and provide them with the information they need to fulfill customer requests at their fingertips,” said Mr Trail. 

The Shire of Coolgardie Customer Service Portal will be web-based, meaning that staff and customers can access the portal via a login at any time if they have an internet connection.  
Using the portal, customers can submit service requests such as reporting a fallen tree, submitting a noise complaint, or requesting maintenance on damaged footpaths or roads. Once the request has been made, the customer will be automatically notified whenever a staff member updates the request, including when it has been completed.

From an administrative perspective, the portal will streamline internal workflows as service requests are automatically directed to the appropriate department and staff member, enabling the Shire to respond to customers faster.  

“This is a really exciting step for the Shire. We want to be as responsive, accountable and transparent with our community as we can, and I believe our new Customer Service Portal will help us achieve that goal,” said Mr Trail.

The Shire of Coolgardie Customer Service Portal will be launched in November 2021. Residents and ratepayers will be able to access the portal via the Shire’s website. Further information will be shared with the community in the coming weeks via the Shire’s website and Facebook page. 

Click here to read the Customer Service Portal FAQ's

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