"Salesforce provides a world of choice for how we improve our service delivery."

Bruce McGregor,
Executive Director - Customer Service

Customer first: Queensland building regulator QBCC plots customer service transformation with Salesforce

Queensland building regulator QBCC’s (Queensland Building and Construction Commission) customer service transformation has recast customer touchpoints, including online services, mobile apps and other communication channels. Salesforce has helped put customers at the very centre of the regulator’s operation and the right information at everyone’s fingertips.

The transformation of the QBCC’s services and its focus on putting the customer at the heart of what they do has charted new territory for public sector organisations. The organisation’s vision to “create a customer-centric, responsive, efficient, modern agency,” targeted a number of improvements. Top of the list was to make it simpler and easier for customers to access QBCC services and information.

Bruce McGregor, QBCC’s executive director of customer service, said the implementation of a business-wide customer service transformation programme, known internally as Service Delivery 2015 (SD15), underpins the regulator’s new customer centric model. The QBCC uses Salesforce Service Cloud, Salesforce Community Cloud and Social Studio from Salesforce Marketing Cloud.

The QBCC implemented a range of initiatives to bring its customer-focussed approach to life. Perhaps most visible, a new website and apps placed services at customer fingertips, allowing home owners to verify a contractor’s licence, find a local contractor, estimate renovation costs, document and report building defects, and find their closest QBCC service centre.

Contractors are similarly empowered to access key publications and forms, log tasks, check insurance premiums and manage their licences (an improvement that has dramatically reduced the renewal process from 12 clicks to 3 clicks). Customers who prefer more traditional support can dial a 24/7 telephone service and visit the QBCC’s new mobile-responsive website.

The QBCC’s Early Dispute Resolution (EDR) service has removed one of the most criticised barriers to dispute resolution in Queensland’s construction industry. Now the QBCC is able to assist both parties to settle a dispute while contracts are still in force. To date, the QBCC has handled 1,097 EDR cases.

In tandem, the QBCC installed digital self-service terminals in all nine regional service centres. A growing online focus has attracted more than 1,100 Twitter followers, over 3,000 Facebook likes and 6.9 million website page-views since July 2014.

These and other achievements saw the QBCC named the 2015 National Winner and 2015 Queensland Winner for achievement in service excellence for a state or federal government agency at the Australian Service Excellence Awards.

Social Studio automates the publication of new posts across the QBCC’s social channels and monitor responses and conversation threads. The organisation’s digital team can also ‘listen in’, tracking sentiments and monitoring potential hotspots, like reactions to new policy, or chit chat that flags dodgy contractors.

“Everyone works with the same customer records, the same history, and the same tools. It’s a better experience for everyone – for our people and our customers. Everything is automated and simple, which shows the difference between the best software in the world and legacy systems,” said McGregor.

When live, the QBCC’s insurance and licensing divisions will provide self-service ‘my account’ capabilities powered by Salesforce Communities.

“The Salesforce ecosystem provided the flexibility and all the services we’re likely to need in the future. It provides a world of choice for how we improve our service delivery,” said McGregor.