City FM Australia Improves Contact Center Operations with Serenova

February 20, 2019

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Global facilities management organization utilizes cloud-based contact center to support more than 4,000 interactions a day, across regions


Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, today announced City FM Australia, a global provider of innovative facilities management solutions, has moved its contact center to Serenova. Since deploying Serenova’s CxEngage, City FM Australia has improved its ability to route and queue more than 4,000 interactions a day, increased visibility into agent performance, eased administration and, ultimately, reported significant increase in key performance indicators (KPIs).

City FM Australia delivers more than 30 end-to-end facilities management services to retail and commercial partners across Australia. This includes comprehensive facilities management services from planned preventative maintenance schedules to urgent reactive maintenance. The very nature of facilities management requires City FM Australia to provide 24/7 access and support for its customers whether for a simple repair or an emergency. However, prior to bringing in Serenova, City FM Australia customer service efforts were constrained due to a legacy, on-premises system that could not provide the flexibility or scalability to meet its growing needs. The company made the decision to move to the cloud and turned to Serenova for its reliability, ease of use and history of cloud innovation.

“Our contact center plays a vital role in the services we provide to our partner businesses, but our old systems hindered our ability to provide a superior customer experience. Simply put, it could not support the capacity we needed to expand and had to be replaced,” said Michael Jackson, system architect for City FM Australia’s information technology department. “Once we implemented Serenova, we were able to take a more logical, informed approach to how we prioritized calls. On day one, we saw an improvement in our KPIs assigned to answering calls. This is critical evidence that we are not only getting to our customers more quickly now, but also connecting them with the right contact to effectively address their issues.”

After an exhaustive vendor assessment, City FM Australia decided to move its contact center to Serenova’s true cloud solution for its myriad benefits, including:

  • Global support and scalability – With only the need for a browser and Internet connection, Serenova has empowered City FM Australia to go beyond Australia to unify its other contact center locations. These include Malaysia, Singapore and Hong Kong and have enabled remote agents working from home to better support customers. As an example, City FM Australia can now have agents in Australia and Malaysia handling interactions from the same queue, at the same time, or even have one contact center pick up interactions after the other closes—all seamlessly, with one data set to support them all.
  • Flow designer – The graphical representation and ability to create sophisticated interaction flows in CxEngage has allowed City FM Australia to easily establish the optimal journey for their customers—all without the need for complex programming.
  • Reporting and analytics – With Serenova’s unified approach across regions and channels, City FM Australia’s contact center supervisors have better visibility into performance across all locations of their contact centers. They have access to in-depth information through reports that are easy to create and show trends across all locations. This transparency enables them to make informed decisions about how best to run their contact centers and grow the business.
  • Strong set of APIs – The ability to extend the contact center’s functionality to other critical solutions has allowed City FM Australia to create the optimal customer service environment that allows their agents to keep pace with their growing business. It also means that they have the flexibility the legacy system did not provide to take advantage of future innovations.

“City FM Australia has taken full advantage of the Serenova’s CxEngage solution—from the ability to build out unique, customizable interaction flows to taking advantage of our APIs to build applications specific to their contact center,” said John Lynch, CEO of Serenova. “The team at City FM Australia has truly taken an innovative approach to how they deliver their customer experience and have already realized significant ROI from that. They’ve been an excellent partner to work with and support, and we look forward to what the team will do in the future.”

About Serenova

Serenova simplifies every aspect of the customer experience to make life easier for contact center executives, their customers and employees. The world’s most passionate, customer-focused brands achieve better interactions, deeper insights, and more meaningful outcomes with Serenova’s contact center solutions. Headquartered in Austin, Texas, Serenova has operations in California, Canada, the United Kingdom and Australia. Learn more at For live updates, follow @SerenovaShine.

Media Contact

Erin Hanley
Corporate Communications Director

Serenova is a registered trademark of Serenova, LLC. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.

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