OpenGov - Contact Center of the Year

Company: OpenGov, San Jose, CA
Company Description: OpenGov is the leader in modern cloud ERP software for our nation’s cities, counties, and state agencies. On a mission to power more effective and accountable government, OpenGov serves more than 1,000 agencies across the U.S. Built exclusively for the unique budgeting, procurement, financial management, and citizen services needs of the public sector.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Technology Industries

Nomination Title: OpenGov Support

In March 2021 – in the middle of the COVID-19 pandemic – OpenGov, the leader in modern cloud software for our local governments and state agencies launched a new customer support structure to better serve its more than 1000 customers. Local governments and state agencies were on the frontlines of the public health and economic crisis, and OpenGov’s aim was to ensure more efficient support processes to meet their needs in an extremely challenging environment.

The specific goals were to reduce case backlog, cut mean time to resolve (MTTR), and boost Customer Satisfaction Scores (CSAT). As a result of department-wide efforts and investments, OpenGov Support has improved upon these metrics and today, delivers industry-leading customer support, exceeding benchmarks in every category.

Today, customers have four support channels that are consistently monitored and staffed, ensuring that OpenGov’s service level agreements are not just met, but each customer interaction receives the attention it deserves. The structure also allows for quick escalation to the appropriate specialists when needed. These efforts resulted in a reduction of the number of aged cases from 300 days to 23 days and an amazing decrease in the businesses’ MTTR of support tickets 42.7 hours to 20.7 hours (52% reduction), respectively.

The tiered support model allows forecasting for staffing, targeting the right hires at the right time to ensure OpenGov scales Support appropriately with business growth. OpenGov Support is now more prepared to deliver timely, targeted, and consistent support the hardworking civil servants in our nation’s local governments and state agencies.