Client's pains

We were dealing with disconnected communication channels that slowed down citizen access to our services. Incoming calls often caused delays in verifying identities and resolving issues, leaving residents frustrated when seeking help with daily matters like permits or maintenance. It felt disorganised, with manual handling hindering our ability to track and respond quickly, affecting community service.

As the manager, I noticed quicker handling of citizen queries, with average resolution times dropping by 20%, making our operations smoother." - Project Lead.

What SYNERGY did

SYNERGY configured Ivanti Neurons for ITSM, a no-code platform, alongside Ivanti Voice, integrating them with the existing call centre telephony to automate standard service management processes. This enabled the call centre to handle incoming calls smoothly, creating service requests directly linked to the caller.

For queries not resolved on the spot, they implemented secure identification and authorisation via mobile numbers, granting access to a full service catalogue spanning all municipal areas. SYNERGY added integrations with the SMS Messaging Plugin for Twilio-powered updates on progress and resolutions, LiveChat for real-time support, and Facebook Messenger for wider engagement—delivering four channels: email, SMS, LiveChat, and Messenger. All activities were logged and routed through workflows in Ivanti Neurons for ITSM, ensuring reliable public service delivery.

Key takeaways

• Channel Unity Enhances Access: Integrating multiple options allows citizens to connect conveniently, improving overall engagement.
• ‍Automation Cuts Delays: Secure processes and workflows reduce manual work, speeding up handling by up to 20% and focusing staff on key issues.
• ‍Updates Foster Reliability: Timely SMS notifications build trust through informed, seamless interactions.

For us on the support team, the connected tools simplified daily tasks and kept everything in sync, boosting our efficiency noticeably." - Unit Specialist.