The outcomes of the Customer Satisfaction Survey conducted during the 2021/22 financial year has necessitated the City of Tshwane to revisit its digital communication platforms and introduce a technology that allows simplification of its customer view.
This forms part of facilitating and engaging better with customers in their preferred communication channels. We opted for a system that is fit for purpose, which can also deliver frictionless self-service and minimise hold times and call transfers.
Customer relations management involves dealing with service delivery queries, complaints and specific requests and demands with accurate information. To support this, a customer relations management system must be an effective and efficient interface with customers across several communication channels, namely face to face, telephone, website, social media, chat, text message and email.
The Sinch Contact Centre has replaced SAP Business Communication Management (SAP BCM) which has come to the end of its life.
The Sinch Contact Centre, which went live on 10 March 2023, aims not only to optimise the City’s customer relations management processes, but also to improve customer experience and minimise the time customers spend in interacting with the City in its endeavours to support and serve communities better.
The Sinch Contact Centre is a new, world-class contact centre with the following benefits:
- It is cloud-based and maintenance downtimes will be limited.
- It will combine all channels (voice, email, webchat, Facebook and Instagram) into one coherent platform to enable agents to engage with customers across multiple channels.
- Agents will now have a 360-degree view of a customer’s interactions with the City, which is an enabler for efficient customer service.
- The Sinch Contact Centre is future-proof to allow the City to enhance its contact centre with more social media channels like Twitter, Facebook and other future communication channels.
The Sinch Contact Centre will empower the customer relations management team to provide exceptional customer experience using modern technology to deliver services to a large and complex range of customers, which include residents, embassies, businesses and government departments.