The City of Whittlesea council, located in northern Melbourne, has chosen Nintex Promapp to use throughout its council operations.
The cloud-based solution will be used to improve customer experience, and to capture and manage processes.
According to Nintex, the visual process mapping and management capabilities will also help to build a culture of improvement, by encouraging process ownership and accountability among employees.
When it comes to customer service, the City of Whittlesea recently created a customer experience team, tasked with delivering excellence in line with the predicted 40% growth in its community size by 2040.
The Nintex solution will be used to help City of Whittlesea to manage more than 100 customer-facing processes through integration with Salesforce.
Integrating Salesforce with the councils legacy systems and create a single source of information, One of is one of the key parts of the strategy to improve customer experiences, according to a statement from the organisation.
The council is currently prioritising high-volume customer interactions in areas such as waste, animal registration, venue hire and planning.
In these areas the team will build out their first set of processes to in Nintex Promapp over the next few months.
City of Whittlesea executive officer customer experience Sasha Lord, says, “Prior to the deployment of Nintex Promapp, we lacked an accurate record of processes and realised the necessity for a central repository.
“We also wanted to enable our 1,000-strong workforce to make recommendations, improvements and timely updates in the years ahead, while having access to what they need to achieve operational excellence.
She says, “We liked the fact that Nintex Promapp is cloud based, easy to use, and has an attractive and a visual user interface.
According to the organisation, at first the process mapping and management solution by Nintex will be deployed to enable the council to map out existing processes, before creating and capturing to-be processes which the IT team will use to build flows within Salesforce.
In addition, Nintex Promapp will support the councils requirements to identify areas for improvement, note the impact of changes, and enable the council to improve and standardise the way it documents processes and protocols across its resident and business customer-facing teams.
Lord says, “Nintex Promapp will now be able to support our Salesforce investment and provide evidence to inform decision making, enabling us to improve how we work and positively impact business outcomes.
She says, “We'll be able to provide transparency and consistency to both internal staff and stakeholders. This will become increasingly important as our region grows.
“With tools like Nintex Promapp, council resources can meet the demands to work smartly and collaboratively. Our ultimate goal is for Nintex Promapp to become a knowledge base for the organisation.
The City of Whittlesea is in Melbourne's northern suburbs, about 20 kilometres from the Melbourne GPO and is home to more than 220,000 people.
It is also one of the fastest-growing areas in the north of Melbourne and is forecast to have an additional 175,000 people living in the council area by 2040.