"The system is so reliable; it rarely requires attention for maintenance. We feel the Selectron Technologies solution is like having an extra Representative to answer routine calls and process payments 24 hours a day, 7 days a week. It doesn't call in sick or go on vacation, so you never have to worry about scheduling. It's a great convenience for our customers because they know that the payment has been received and they don't have to use a stamp or rely upon mail delivery to get the payment to us! Customers love it if they travel or commute because they can pay their bill when they're thinking about it, not just during our business hours." ~ Terri Scott, Public Services Supervisor, City of Thousand Oaks, California |
Local government is constantly trying to find ways to do more with fewer resources. Customer service departments are overtaxed by the number of inquiries and requests they receive every day. Citizens are demanding easier and more convenient access to services and information from local government. The benefits of speech-enabled Interactive Voice Response (IVR) solutions continue to grow.
Selectron Tehnologies offers IVR solutions to local (city and county) government agencies across the United States. With both inbound and outbound capabilities, these tailored solutions allow the flexibility to support customers 24 hours a day, 7 days a week. When customers want to inquire about their accounts, it’s as easy as calling in and following a few simple steps. The IVR system does the rest, allowing constituents to respond to prompted questions. The system can even accept credit card and ACH (e-check) payments. This brings local utilities to the level of convenient access that is expected by busy people in this day and age.
To reduce call answer and hold times, the Finance Department of the City of Thousand Oaks, CA, is using Selectron Technologies solutions to allow customers to check account balance information, review bill and payment history, and even process customer requests for faxed copies of this information. They are impressed with the Payment Processing functionality, which allows customers to pay their bill by using the IVR system.
The City of Thousand Oaks has found the community accepting of the IVR system and is pleased with the number of credit card payments being handled by it. Customers feel secure because they are given a confirmation number when they make a payment. This frees up customer service personnel to help with walk-in clients and more critical questions on the phone.
Find out more about The City of Thousand Oaks by visiting http://www.selectrontechnologies.com/ClientProfiles.htm.
The use of automation assists in relieving the pressure that is felt to increase the level of service to the community for local government agencies. It also helps manage spending on both staffing and new technology resources. The highly custom IVR application that is tailored to the particular department’s business rules is routinely dismissed as too costly. Selectron has an understanding of the business challenges facing local government and the ability to provide proven solutions in those departments. This has enabled a strong business model by leveraging this knowledge and thereby maximizing the value provided to the customer. When given the opportunity to show a return on the IVR investment in as little as 12 months, these smaller towns and villages are able to consider a technology application as a solution to the department’s resource constraints.
Selectron Technologies is the premier provider of Interactive Voice, Web, and Mobile Inspection solutions for government agencies. Its extensive suite of products helps increase staff efficiency, reduce infrastructure cost, and ensure customer satisfaction. For more information, call 866-878-0048 or e-mail info@STIgov.com.