CONSTRUCTION
Director of Customer Service , with the PMO and Information Services enabling the transformation to happen , a digital transformation strategy and a three-year technology roadmap were developed .”
Bringing overlooked risks to the forefront
The QBCC immediately identified the opportunity to streamline its processes into one single service delivery platform , Salesforce , in a transition away from multiple legacy systems . Currently , it has four different systems in the back end that can be time consuming and inefficient for QBCC to operate and support .
Bruce McGregor , Executive Director of Customer Service sponsored and drove the digital transformation initiative . “ We are in the process of moving away from these legacy systems , and transitioning to Salesforce . By using a single platform we ’ re able to provide a more seamless service to customers , along with improved access to customer
“ By using a single platform we ’ re able to provide a more seamless service to customers , along with improved access to customer information across the business and faster response times to customers ” information across the business and faster response times to customers ,” McGregor says .
“ This has allowed us to identify trends across the state and respond quickly with information . It ’ s lowering our training costs too , as we will only have to educate our staff on one system ; once they ’ re across it , they have the ability to move more easily to different internal departments without extra training and support .”
It wasn ’ t just the software
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