What was the origin of this integration project?
This was instigated over 3 years ago in an effort to improve efficiencies from a customer service perspective. Historically, we managed requests through a paper-based system. Manningham needed an organised approach to addressing public requests, but also needed the ability to build a history of inspections and works.
How has the integration improved operations?
Service Requests now get instantly uploaded to TreePlotter and are prioritised in accordance with our service level agreement, which has reduced admin time. Council Arborists get instant vision over new inspection requests.
What resources and people most impacted the project’s success?
I needed an open-minded and supportive manager and IT department. It was also helpful that both the Team Leader Arboriculture, and Business Support Officer Arboriculture are tech savvy, very proactive, and passionate about improvements to their department and customer satisfaction.
How is it working so far?
We are seeing some general improvements in workflow, including reduced administration in the office and more effective response capabilities in the field. There are additional changes planned for the integration to create even greater efficiency. Requests are currently all categorised as inspections and require staff to complete inspections on-site to be prioritised. In the second phase, we hope to have requests instantly prioritised when the call is received by customer service, so some requests will go directly to contractors or internal ground crews.
Would you like to learn more about what’s possible and what’s required to launch an API integration? We’d be happy to talk it through. Reach out to your account representative or send a message to our team to start the conversation.