Industry Regulator Leverages Anypoint Platform™ to Improve Customer Service and Streamline Processes, Cutting Costs by Up To 80 Percent
SYDNEY – March 9, 2016 – MuleSoft, the company that makes it easy to connect applications, data and devices, today announced that the Queensland Building and Construction Commission (QBCC) has selected MuleSoft’s Anypoint Platform™ as the foundation for an extensive business transformation initiative. The strategic project, which covers the QBCC's entire operations, is designed to enable it to meet the goal of becoming a truly customer-first organisation.
The QBCC provides information, advice and regulation for Queensland's rapidly expanding building and construction industry. It works to ensure the maintenance of proper building standards and enforces remedies for defective building work. In its most recent quarterly report, the QBCC reported revenue of approximately $103 million AUD, as well as more than $1.6 million AUD recovered to creditors. Last year QBCC was 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. With more than 4.6 million people living in Queensland and 10 percent of those active in the building industry, the QBCC has a pivotal role within the Queensland economy.
"The QBCC is on a transformation journey. Our vision is to be recognised by our customers as the best and most respected regulatory service provider in Australia," said Bruce McGregor, Executive Director Customer Service, QBCC. "During the past two years we have been working hard to live up to our corporate values and continually improve the way we interact with our customers. This transformation touches everyone, from internal customers, which are our staff, to external customers, such as builders, contractors and homeowners."
Leveraging Anypoint Platform to Modernize QBCC’s IT Infrastructure
The QBCC has implemented a business-wide customer service transformation programme to become more service-oriented and deliver better customer experiences. Underpinning the transformation project is a comprehensive revision of the QBCC's IT infrastructure. Built over many years and comprising of a range of legacy systems, the infrastructure had become complex and difficult to change. Systems in place included licensing and contract management applications. "We needed to fix decades worth of point-to-point code with unwieldy links that made adding new features and functions very difficult," said McGregor.
Approximately 18 months ago, the organisation decided to adopt Salesforce as its core CRM platform for all internal processes and customer service interactions. However, to achieve this aim, the IT team needed a way to ensure that data could flow between Salesforce, the commission's existing legacy systems and its customer engagement channels.
“As an integration platform as a service, MuleSoft’s Anypoint Platform decreased the complexity of connecting to disparate systems and applications, on-premises and in the cloud. It was a critical component for enabling us to fully take advantage of new technologies, such as Salesforce, and shift to digital channels to serve our customers in new ways – without having our IT team start over each time,” said McGregor.
Going Digital with MuleSoft, Reducing Costs Up To 80 Percent
As a first step in the transformation project, QBCC redesigned its disputes process. This involved reengineering the way in which customers lodged information using digital smart forms and how the data was subsequently processed internally. "MuleSoft allows all the data that is captured in the forms to be passed directly to Salesforce. This was a key capability that reduced processing overheads and assisted to streamline the entire workflow involved."
As a result of the new process, the QBCC has benefited from an increase of more than 165 percent in the accuracy of data received from customers. This has also resulted in reducing the time required to review cases by approximately half. In addition, the QBCC customers are interacting on digital channels three times more than traditional channels. By leveraging digital more, the cost-to-serve for key transactions are reduced by up to 80 percent. "These dramatic improvements have been incredible and would not have been possible without the connectivity support provided by Anypoint Platform," said McGregor.
With the new disputes processing system now fully functional, the QBCC IT team has turned its attention to other facets of the business. The QBCC has already transformed one-third of its business, and MuleSoft is continuing to help make the full transition happen this year. Work is currently underway on redesigning the insurance systems to take advantage of the new Salesforce platform.
"We aim to gain a single view of each customer stored in a single place with MuleSoft," said McGregor. "This is a key part of making sure that the experience we provide to customers is always a first-class experience."
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