Customer story: The Naxxar Local Council
Naxxar Local Council selects iMovo Limited to implement advanced customer service solution.
The Naxxar Local Council was set up in 1993 and continuously provides the residents of Naxxar with various citizen-focused services, such as road maintenance, waste collection and disposal, community activities and social services amongst others.
With an ever-growing population of over 15,000 residents, the Naxxar Local Council is experiencing an ever-increasing volume of daily requests and complaints, which very often arrive over different communication channels, from over the counter, social media to emails and phone calls. This made it difficult for the council to manage and track all interactions with residents and ensure that each was adequately acted upon in a timely manner.
Given this scenario, the Council was seeking to implement a reliable solution with which to improve its communication channels with the residents of Naxxar as well as enhance their experience when requesting Council services. In this way, the Council believes it can maintain a closer link with the residents and understand their aspirations and expectations better.
The solution and the iMovo experience
Having reviewed the Council’s needs and requirements, and utilising extensive experience gained from delivering solutions to local and regional councils within the United Kingdom, iMovo Limited helped the Council implement Zendesk, a leading customer support ticketing system.
Utilizing Zendesk, the Naxxar Local Council was able to streamline all the service requests and issues coming through different channels into one application. So, each time a new request is received, a ticket is generated notifying the Council staff via email and then subsequently keeping a record of the conversation/exchange with the resident involved right through to the resolution of the case. Nowadays, the Naxxar Local Council is handling roughly 1,500 requests a month using Zendesk Support, through several different channels.
When discussing the benefits of Zendesk, Paul Gatt, Executive Secretary within the Naxxar Local Council, emphasised how iMovo helped them identify and implement the right solution, through which they are now able to consolidate all requests within one versatile system, making it easier for the Council to handle multiple requests from residents and address each of them in a timely manner.
Mr. Gatt described how “We have already seen a great improvement since implementing Zendesk, and we are proud to have been the first local council in Malta to adopt such a system. The Naxxar Local Council is an innovator in terms of customer service and would like to thank iMovo Limited for helping us meet our objectives.”
iMovo’s team of experienced consultants also assisted the Naxxar Local Council with employee training as well as enhancing some of their internal work processes. One example being the incorporation of all the different street names of Naxxar into the system, making it easier for the Council personnel to associate a specific request for services with its targeted address within Naxxar.
To find out more about iMovo and how we can help you achieve seamless and efficient customer experiences, please get in touch with Jessica on [email protected]
At iMovo we specialise in Customer Experience Management (CEM), using Business Intelligence (BI), Big Data Analytics and Customer Relationship Management (CRM). Blending some of the most innovative technology solutions in the market with a formal advisory approach, we enable organisations to build long-term value relationships with their customers resulting in consistent and profitable growth.
Whether it’s increased regulation in the financial services industry, an increased need for governance in the public sector or the need to improve customer service, at iMovo we can help you leverage the information about your customers to improve workforce productivity by using leading edge technologies such as Zendesk.
Zendesk provides a customer service platform designed to bring organisations and their customers closer together. The company provides a unique approach to customer engagement, enabling organisations to listen, respond and delight their customers in a fast and easy manner. With more than 57,000 paid customer accounts, Zendesk products are used by organisations in 150 countries and territories to provide support in more than 40 languages.
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The Naxxar Local Council
Government, Local Council
Product in use