Do you know what I know?

 Baldwin County Commission Call Center was a consolidation of 3 “courthouse switchboard” operators from around the county.  Went live in July 2004  Average well over 25,000 calls per month

Full Service Call Center for County Commission Switchboard for Court Offices Refer to State Agencies Refer to 14 Municipalities Often Serve as 411 for All Kinds of Information

25,000+ calls coming in to various locations each month Callers getting inconsistent information Callers being transferred to multiple offices

 Establish a knowledge base in order to answer calls consistently, correctly and efficiently  Generate service requests directly in the call center in order to minimize transfers  Expand knowledge base to include a directory for all local government agencies

Typical desk before addition of Lagan Knowledgebase – post its and papers everywhere. No consistency. BEFORE CRM IMPLEMENTATION

AFTER LAGAN After Implementation of Lagan - No more notes, everything kept in knowledge.

Service RequestScriptEForm

Lagan Eform Knowledge Call Center Created HTML Pages Other Websites

EFORM ACCESSED THROUGH KNOWLEDGE

Activity Report by Community st Qtr Total Times Knowledge was Accessed 242,524219,58655,359 Total Cases Created 10,0579,2412,606 Total Cases Created and/or Knowledge Accessed 252,581228,82757,965 Total Calls Answered 317,632295,26276,223 % of Calls that Generated SR or Knowledge Used 80%77%76%