Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search


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

About Land Transport 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).


© Scoop Media

Business Headlines | Sci-Tech Headlines


Onetai Station: Overseas Investment Office Puts Ceol & Muir On Notice

The Overseas Investment Office (OIO) has issued a formal warning to Ceol & Muir and its owners, Argentinian brothers Rafael and Federico Grozovsky, for failing to provide complete and accurate information when they applied to buy Onetai Station in 2013. More>>


Tomorrow, The UN: Feds President Takes Reins At World Farming Body

Federated Farmers president Dr William Rolleston has been appointed acting president of the World Farmers’ Organisation (WFO) at a meeting in Geneva overnight. More>>


I Sing The Highway Electric: Charge Net NZ To Connect New Zealand

BMW is turning Middle Earth electric after today announcing a substantial contribution to the charging network Charge Net NZ. This landmark partnership will enable Kiwis to drive their electric vehicles (EVs) right across New Zealand through the installation of a fast charging highway stretching from Kaitaia to Invercargill. More>>


Watch This Space: Mahia Rocket Lab Launch Site Officially Opened

Economic Development Minster Steven Joyce today opened New Zealand’s first orbital launch site, Rocket Lab Launch Complex 1, on the Mahia Peninsula on the North Island’s east coast. More>>


Marketing Rocks!
Ig Nobel Award Winners Assess The Personality Of Rocks

A Massey University marketing lecturer has received the 2016 Ig Nobel Prize for economics for a research project that asked university students to describe the “brand personalities” of three rocks. More>>


Nurofen Promotion: Reckitt Benckiser To Plead Guilty To Misleading Ads

Reckitt Benckiser (New Zealand) intends to plead guilty to charges of misleading consumers over the way it promoted a range of Nurofen products, the Commerce Commission says. More>>


Get More From Scoop

Search Scoop  
Powered by Vodafone
NZ independent news