Hutt City Council's Digital Transformation
Hutt City Council Β· Local Government
Mid-marketimplementationTheta helped Hutt City Council, a Local Government organization, modernize its customer engagement systems using Microsoft Dynamics 365 Customer Engagement and Azure Integration Services. The project resulted in improved transparency for residents and increased efficiency for staff through automated workflows and a connected platform.
Products used
Challenges addressed
- βFragmented customer request management across unconnected systems
- βTime-consuming manual ticket logging processes
- βInconsistent communication requiring resident repetition of issues
- βLimited visibility into request status and responsibility
- βDifficulties in performance tracking due to unintegrated data
Key metrics
- βImproved customer experience with real-time request tracking
- βAutomated case creation and routing reduced manual workload