Motorists Get Better Info with KnowledgeBase
Motorists Get Better Info with KnowledgeBase
Press release, Hindin Communications Ltd, Christchurch, New Zealand: The KnowledgeBase system from Hindin Communications has been installed at Land Transport NZ’s Transport Registry Centre, giving Customer Service Representatives a new tool in their drive to provide fast, accurate and consistent information.
The Transport Registry Centre, or TRC, is a division of Land Transport NZ, and serves as the source for information regarding the Motor Vehicle and Driver Licence Registers. With up to 120,000 enquiries coming into the TRC every month via phone and email, it was becoming increasingly important to have a centralised system that all Customer Service Representatives (CSRs) could access.
After a thorough analysis, the TRC took the initiative and put out a tender to source the best possible solution for its internal information system. With a half-dozen companies vying for the project, the contract was awarded to Hindin Communications for their KnowledgeBase system.
The selection was made based on the TRC’s requirements: to provide consistent and timely information to staff across all sections of the TRC, to help enhance staff awareness and knowledge, to reduce call escalation, to provide one source for finding information, and to capture and retain corporate knowledge. KnowledgeBase is also expected to assist in the reduction of call resolution times and training time for Contact Centre staff.
Susan Hutchins, the Team Leader and internal project leader for the KnowledgeBase implementation, says, “This project is all about improving customer service. When someone contacts the TRC, we want them to get a fast, accurate answer, and if ten different customers call and speak to ten different people with the same inquiry then they should get the same answer. We’re delighted at the way KnowledgeBase is helping us achieve that.”
KnowledgeBase software is developed in Christchurch with the purpose of standardising business workflow and processes. Using the system, customer service information becomes transparent and accessible to the entire organisation, rather than relying on the memory of individual staff members.
“We are delighted to work with the TRC on this project,” says David Johnstone, General Manager of Hindin Communications. “They have an outstanding project team co-ordinating the implementation, and their robust business practices translate well to the KnowledgeBase system.”
Previously, CSRs at TRC could access information from multiple sources, leading to potential conflicts in information depending on which source was being queried, as well as longer response times and a lack of confidence in the system.
Once KnowledgeBase was chosen as the new system, installation and implementation were relatively simple. The primary administrator went on a three-day training course; TRC then provided an internal four-hour course to CSRs.
“Call centre staff find it easy, fast and user friendly,” says Hutchins. “They recognise it as ‘their’ system, and not just an administrational tool.”
TRC staff have completed an initial upload of FAQs to prepare KnowledgeBase for a phased rollout. The system went live in November and currently has 130 people using it; once all of the content has been loaded in, it could potentially go out to 500 staff.
About Hindin Communications Ltd
Hindin Communications, established in 1987, is a New Zealand owned innovator of advanced knowledge management solutions. The company has produced its flagship software product KnowledgeBase, to support Contact Centres and Service divisions within large organisations.
KnowledgeBase promotes efficient quality customer service. It avoids passing customers from department to department and typically allows 80% of all enquiries to be completely settled at the first point of call. For those items that can’t be resolved immediately, KnowledgeBase measures and manages the service level from initial enquiry to resolution either by external contractors or internal service divisions.
With KnowledgeBase, customers can realise large productivity gains in the order of hundreds of thousands of dollars per annum. For further information visit www.knowledgebase.co.nz.
Land Transport New Zealand is a Crown entity formed on 1 December 2004 to take responsibility for land transport funding and promote land transport safety and sustainability. The organisation was established by the merger of the Land Transport Safety Authority and Transfund New Zealand.
Land Transport New Zealand's objective is to help deliver an integrated, safe, responsive and sustainable land transport system, as set out in the government's New Zealand Transport Strategy (NZTS).