Sydney Water provides high water and wastewater services to more than 4.9 million people every day in the Sydney, the Illawarra and the Blue Mountains.
Sydney Water departments were inundated with all kinds of internal requests, sent by email, phone and face-to-face. For example the Marketing department may get a request for permission to use certain images in a document. Thousands of internal requests were sent every day. Some departments created knowledge bases, but this did not solve the problem. Staff either couldn’t find what they were looking for, or didn’t try. An innovative solution needed to be found.
WebVine looked into the problem Sydney Water was experiencing, and saw that creating a knowledge base alone – or a ticketing system alone would not solve the problem. A knowledge base needed to be searched, and we could not rely on users to do that. And a ticketing system – well that just creates more tickets and does not reduce the volume of requests.
We came up with a concept of raising a ticket, and getting prompted with an answer, to avoid the ticket getting lodged. The answers came from the knowledge base, which was easy to search. If a user decided to go straight to logging a ticket, they were still presented with an answer.
If the answer didn’t exist in the knowledge base, once the same issue was raised a few times, staff could easily add this answer to the knowledge base.
Sydney Water can now have knowledge bases and ticketing systems combined across many departments, all surfacing information related precisely to them.
If a user has a request for a particular department, they usually go to log a ticket and voila! The answer is presented to them before they finish logging the ticket.
And this is all on SharePoint Online, part of Office 365. The solution also provides dashboards, showing the number of tickets open / closed / assigned to agents and more. And it’s easy to administer without any technical knowledge needed.