Streamlined Case Management Empowers Omni Channel Engagement

Dynamics CRM back office combined with Microsoft’s Unified Service Desk client, delivers efficient handling & processing of inbound calls from citizens.

Cork City Council_Unified Service Desk_Case Study Web Graphic

The Business Challenge...

Faced with an imminent expansion of its boundaries to include 85,000+ more citizens, Cork City Council engaged OpenSky to bring its CRM and customer service portals into one unified service to assist citizens via telephone, email, and its online portal.

KEY FEATURES DELIVERED...

  • Installation and configuration of a unified service desk

  • Facility for Logging of all Directorate Cases

  • Facility to Log inbound enquiries from members of the public

  • Phone System integration functionality

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