Five Best Practices from Wollondilly Shire Council

When changes in customer and employee needs started to surface — brought on largely by population growth and changing demographics across the region — Wollondilly Shire Council began looking for a way to deliver 24x7 self-service to its residents, and focus more resources on mission-critical services instead of the clerical work that often comes with them. So, the team launched a business automation and customer service system on Salesforce. It gives them the tools to build various workflow apps on an as-needed basis, digitising services in a way that truly transforms and modernises Wollondilly’s mission. Here are five best practices from that work.