Customer Success Story

CRM Solution for County of Kauai Water Department

Service automation and integrated field operations for the County of Kauai

Service Automation for Kauai Water Department

Challenge

The challenge was to deliver a comprehensive service automation solution that efficiently manages new service connections, inquiries, and field operations while integrating with external systems.

Solution

The solution involved developing a service automation platform with integrated field service management, external system integration, a user-friendly customer portal, and a world-class agent desktop for efficient service delivery.

Result

The result was a streamlined, efficient service delivery system with enhanced field operations, improved customer experience, and seamless integration with external systems.

Key success factors: Seamless service automation with integrated systems, efficient field service management, user-friendly customer portal, and world-class agent desktop, delivered through collaborative development and prototyping.

Project Background and Description

Delivered a comprehensive service automation solution to provide service-related new connections, establish connections, inquiries, and more. The solution also provides comprehensive field service management services for field operationsâ€”Service Request set-up, performance request, meter reader, and related activities.

Project Highlights

Developed mock ups and prototypes during the pre-configuration phase.

Worked with the agents, Subject Matter Experts and IT personnel at the County throughout the implementation phase.

Built integration with external systems leveraging the Integrated Cloud Service (ICS).

Designed and configured Customer Portal.

Configured multiple interfaces.

Delivered world-class Agent Desktop (Workflows, Business Rules, Workspaces, and Reports and Dashboards).