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Located in Victoria, Baw Baw Shire Council employs 300 people, including an IT team of six, servicing a population of about 40,000 spread across 4000 square kilometers. Baw Baw Shire Council needed to replace its existing customer access request system to improve first-point-of-contact resolution of constituent requests. By providing an integrated view of each constituent, it wanted to reduce call waiting periods for constituents, provide faster request resolution and expand contact channels. Working with Microsoft Services and partners, the council created its own constituent relationship management system based on Microsoft Dynamics CRM. It provides an integrated view of constituent property information with contact and request details, enabling standardised processes across council operations and more consistent, responsive service.
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