Hillsborough County, Florida: Customer Experience Award Winner
公司规模
1,000+
地区
- America
国家
- United States
产品
- webMethods AgileApps Cloud
技术栈
- Cloud-based customer contact management
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 平台即服务 (PaaS) - 连接平台
适用行业
- 城市与自治市
服务
- 云规划/设计/实施服务
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
相关案例.
Case Study
Turning A Stadium Into A Smart Building
Honeywell created what it called the “intelligent system” for the National Stadium in Beijing, China, turning the venue for the opening and closing events at the 2008 Summer Olympics into a “smart building.” Designed by highly controversial artist Ai Weiwei, the “Bird’s Nest” remains one of the most impressive feats of stadium architecture in the world. The 250,000 square meter structure housed more than 100,000 athletes and spectators at a time. To accommodate such capacity, China turned to Honeywell’s EBI Integrated Building Management System to create an integrated “intelligent system” for improved building security, safety and energy efficiency.
.png)
Case Study
Smart Street Light Network (Copenhagen)
Key stakeholders are taking a comprehensive approach to rethinking smart city innovation. City leaders have collaborated through partnerships involving government, research institutions and solution providers. The Copenhagen Solutions Lab is one of the leading organizations at the forefront of this movement. By bringing together manufacturers with municipal buyers, the Copenhagen Solutions Lab has catalyzed the development and deployment of next-generation smart city innovations. Copenhagen is leveraging this unique approach to accelerate the implementation of smart city solutions. One of the primary focus areas is LED street lighting.
Case Study
Buoy Status Monitoring with LoRa
The Netherlands are well-known for their inland waterways, canals, sluices and of course port activities. The Dutch Ministry of Infrastructure indicates that there are thousands of buoys and fixed items in and near water environments that would profit from IoT monitoring. One of the problems with buoys for example, is that they get hit by ships and the anchor cable breaks. Without connectivity, it takes quite some time to find out that something has happened with that buoy. Not to mention the costs of renting a boat to go to the buoy to fix it. Another important issue, is that there is no real-time monitoring of the buoys at this moment. Only by physically visiting the object on the water, one gains insight in its status.
Case Study
China Mobile Smart Parking
Smart Parking, powered by NB-IoT technology, is making it easier for drivers to find free parking spots. Cities can better manage their parking assets and maximize the revenue available to them as a result. Drivers searching for parking create congestion and pollution by circling and hunting for available parking. Smart Parking services are able to significantly ease these problems by guiding a driver directly to a parking space.
Case Study
Barcelona Case Study
Barcelona’s heavy traffic and its associated high levels of pollution were the primary factors that motivated some companies and universities to work on strategies for improving traffic in the city centre. Bitcarrier is one of the technologies involved in the In4Mo Project, whose main objective is to develop the applications that form the core of smart mobility, one of the fundamental pillars of the smart city concept.
