success

stories

Omni Channel Transformation Project 

what they said

      Steve was all over it. Everything was organised and tracked perfectly

 

Post-implementation review

      The project team knew their responsibilities well and we were able to communicate, collaborate and assist each other successfully 

Post-implementation review survey

      Great project management with the right amount of intervention and reminders given the workload

 

Post-implementation review survey

CX Transformation

Our Director, Steve Doyle led the Datacom and Department of Home Affairs Channel Transformation project which included the introduction of Salesforce Service Cloud and Knowledge management solution. This project was awarded the Home Affairs Australia Day project of the year on the 23rd January 2019. 

     

Project Scope Delivered 

Phase 1 Enabling Datacom to operate the existing services of the Europe Service Centre, Americas Service Centre and Sydney Service Centre.

At a high-level Phase 1 involved:

  • Facilities - fit-out, accreditation

  • Recruitment – assessment, clearance processing and on-boarding of approx 200 staff

  • Knowledge Management – transfer of knowledge base and rework of existing content

  • Workforce Management WFM – HR processes, staff transfers and exits

  • Technology - WAN installation, hardware installation and configuration

  • Training – of Datacom staff (Genesys, Home Affairs compulsory training & processes)

  • Go-live Rreadiness

Phase 2 (Onboarding of Datacom's Salesforce Solution) – This phase involved the technical work required to allow Datacom to operate its preferred ticket management CRM and knowledge management system Salesforce, Service Cloud.

 

This phase enabled Datacom to operate the toolset/systems required for it to deliver the services as per its operating procedures. As the relevant toolsets/systems are hosted outside the Home Affairs’ network, security, and integration to meet the functional requirements was a key focus of this phase of project delivery.

At a high-level Phase 2 involved:

1. Developing technical and business requirements to meet federal government standards

2. Technical development of Salesfoce Service Cloud CRM and Knowledge Management solutions including Single Sign On Systems integration

3 Testing of each component (System Integration Testing, Business Verification Testing and User Acceptance Testing)

4 Development and rewrite of processes and knowledge articles for new processes and workflows including case escalation to different Home Affairs departments including customs and offshore and international embassies

5 Training (more than 300 staff across government and Datacom):

   o Availability and access to cloud based training solution (Guide me)

   o Design, develop, gain sign-off on all training materials and resources

   o Develop eLearning modules and assessments

   o Develop quick reference guides

6 Reporting:

   o Data extraction from Salesforce (Ticket Management and Knowledge Management)

   o Design and development of reporting tools

   o Delivery and implementation of reporting solution

 

7.Communication – impacted staff government, international stakeholders and clients

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