Software AG Case Studies Hillsborough County, Florida: Customer Experience Award Winner

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	Hillsborough County, Florida: Customer Experience Award Winner Software AG

Hillsborough County, Florida: Customer Experience Award Winner

Software AG

Technology Category	Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Cities & Municipalities
Services	Cloud Planning, Design & Implementation Services
Challenge	Hillsborough County in Florida, with a population of 1.2 million citizens, operates an Information & Service Center (ISC) to provide a reliable source of information to citizens, businesses, visitors and internal departments. The county aimed to become the “Next-Generation County” and the centralized call center was a significant part of this plan. However, before the implementation of the call center, the county used aging, unmaintained and unsupported on-premises customer relationship management software. Incoming inquiries were handled by “call taking groups” and there were no recorded performance metrics. This led to inefficiencies and a lack of transparency in the handling of customer inquiries. Read More
About Customer	Hillsborough County is located on Florida’s Gulf Coast and spans 1,072 square miles. It has a population of 1.2 million citizens. The county operates an Information & Service Center (ISC) to provide a reliable source of information to citizens, businesses, visitors and internal departments. The centralized call center, which was launched in 2013, is committed to creating value, delivering exceptional customer service, resolving problems and promoting efficiency. The county aims to be the “Next-Generation County” and the centralized call center is a large piece of this plan. Read More
Solution	Hillsborough County implemented webMethods AgileApps Cloud from Software AG to develop and customize a cloud-based customer contact management service request solution. This solution was developed in only three months. Now, citizens can access a self-service portal, which reduces incoming calls and eliminates duplicate work. The county has innovated its business approach by engaging citizens through self-service options and a multi-channel approach to communication. Recent service enhancements include customized dashboard reports for internal client-partners, user-specific templates for ease and consistency when responding to inquiries, Web forms with automated acknowledgement of receipt, and a new mobile application. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Cities & Municipalities

Services

Cloud Planning, Design & Implementation Services

Challenge

Hillsborough County in Florida, with a population of 1.2 million citizens, operates an Information & Service Center (ISC) to provide a reliable source of information to citizens, businesses, visitors and internal departments. The county aimed to become the “Next-Generation County” and the centralized call center was a significant part of this plan. However, before the implementation of the call center, the county used aging, unmaintained and unsupported on-premises customer relationship management software. Incoming inquiries were handled by “call taking groups” and there were no recorded performance metrics. This led to inefficiencies and a lack of transparency in the handling of customer inquiries.

About Customer

Hillsborough County is located on Florida’s Gulf Coast and spans 1,072 square miles. It has a population of 1.2 million citizens. The county operates an Information & Service Center (ISC) to provide a reliable source of information to citizens, businesses, visitors and internal departments. The centralized call center, which was launched in 2013, is committed to creating value, delivering exceptional customer service, resolving problems and promoting efficiency. The county aims to be the “Next-Generation County” and the centralized call center is a large piece of this plan.

Solution

Hillsborough County implemented webMethods AgileApps Cloud from Software AG to develop and customize a cloud-based customer contact management service request solution. This solution was developed in only three months. Now, citizens can access a self-service portal, which reduces incoming calls and eliminates duplicate work. The county has innovated its business approach by engaging citizens through self-service options and a multi-channel approach to communication. Recent service enhancements include customized dashboard reports for internal client-partners, user-specific templates for ease and consistency when responding to inquiries, Web forms with automated acknowledgement of receipt, and a new mobile application.

Impact #1	The Information & Service Center (ISC) reflects Hillsborough’s passion for service; the call center is at the core of the county’s citizen-centric culture.
Impact #2	Centralizing and standardizing service have increased citizen satisfaction and engagement.
Impact #3	Process efficiency, transparency and collaboration between the internal client-partners also have improved.

Impact #1

The Information & Service Center (ISC) reflects Hillsborough’s passion for service; the call center is at the core of the county’s citizen-centric culture.

Impact #2

Centralizing and standardizing service have increased citizen satisfaction and engagement.

Impact #3

Process efficiency, transparency and collaboration between the internal client-partners also have improved.

Benefit #1	The system has a stay rate of more than 85 percent.

Benefit #1

The system has a stay rate of more than 85 percent.

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Overview

Hillsborough County, Florida: Customer Experience Award Winner

Operational Impact

Quantitative Benefit