The Town of Newmarket Case Study

The Town of Newmarket Turns to @liveconx’s Communication Services to Right the Ship

The Town of Newmarket wanted to offer consistent after hours customer support for their residents, but found they could not do so with their previous provider. A lack of proper support, inflexibility to adapt procedures, and high volumes of resident complaints were worrying for town officials. In 2011 the Town of Newmarket reassessed their after hours customer service model, ultimately looking to the services of @liveconx to help them succeed.

72%

drop in customer complaints

Problem resolution with accountability

Lack of Accountability Drives Change

Customer Service Supervisor Jamie Boyle was becoming increasingly frustrated with the previous after hours service provider. The provider had a difficult time working within the service level agreement drawn up between them. Coupled with an inflexibility to adapt their protocols, the customer service provided was ineffective in resolving issues. “Our previous provider wasn’t following what we asked for and things were falling through the cracks. We were getting more upset customers after hours, and things weren’t being reported to us,” said Mr. Boyle.

A change needed to occur to ensure that the residents of Newmarket were properly heard and that’s exactly what happened in 2011 when the old contract expired.

The Town of Newmarket needed a service provider that could effectively operate within the set guidelines, easily resolve residents’ issues, while maintaining a consistent flow of information between them and the provider. This ultimately came down to @liveconx and their ability to deliver on these fronts.

@liveconx Quickly Remedies Problems

The implementation of @liveconx’s service has completely revamped a process that was once ineffective in how it provided after hours customer support. Emphasis was placed on the sharing of information, flexibility, and the ability to review and change. For Mr. Boyle, “It is very transparent how reporting works with @liveconx. We asked for that and they are very clear, which makes it a lot easier for us.”

@liveconx provides daily reports to the Town of Newmarket, detailing the information they require, ensuring the Town of Newmarket remains informed on how @liveconx is resolving their residents’ issues. Being a governmental office, the Town of Newmarket is bound by strict rules and providing these reports ensures @liveconx is working within them.

“We would call up the previous provider, but to be honest we had no indication of whether they were following the rules. We are able to hold @liveconx accountable. We don’t have to investigate to find out.”

Jamie BoyleCustomer Service Supervisor - Town of Newmarket

How @liveconx Engages the Town of Newmarket and its Residents

The Town of Newmarket now finds itself actively involved in the customer service process. @liveconx proactively engages Mr. Boyle and his team for feedback. Prior to @liveconx’s arrival, the scripting was very old and in need of updates. @liveconx provided invaluable assistance with modifying the script, and walked the Town of Newmarket through its development step by step.

@liveconx made themselves readily available to the Town of Newmarket by providing a direct means of communication with them. “They provide us with direct email access to both the supervisor and manager. The turnaround time is excellent,” remarked Mr. Boyle. With the ability to easily contact @liveconx, sharing information and resolving problems is quick and efficient.

“With @liveconx, it is very much, ‘How can we help you?’ Businesses don’t usually do that. We very much appreciate when people help us do things.”

Jamie Boyle

These changes have been extremely effective for the Town of Newmarket – a result backed up by a significant drop in the number of after hours service complaints by residents. From 2011, when the Town of Newmarket began using @liveconx’s service, to the present in 2014, Mr. Boyle and his team have seen a drop of 72% in the number of complaints received regarding the after hours service.

With @liveconx behind them, the Town of Newmarket has been able to turnaround a situation that was once frustrating, into one that has been beneficial for both the Town and its residents. The Town of Newmarket can now ensure their residents’ issues are being resolved, while at the same time comfortable in knowing it is being done in a manner compliant with their policies.

“Would I recommend them? Yes I would. Based on my experience working with after hours service I have found them to be very available, transparent, and helpful. They haven’t let me down.”