NSW Lotteries has finished a 12-month software implementation, creating one point of contact for over 1600 retailers throughout NSW and the ACT.
Previously, the company used Quantum, a service management software suite rolled out by Sydney company Support Solutions Technologies, only to log technical faults at its call centre. Other calls were processed using an Access database which had limited reporting capabilities.
The 12-month project saw the organisation upgrade to the latest Quantum suite, as well as rolling out the software to cover service requests, customer queries and operations problems for internal staff, customers and sales agents. This streamlined NSW Lotteries 30 contact numbers for external users (which included both customers and retail agents which sell its gaming products), into one contact number.
"We have a web-based application we call an agency portal which brings together all information to provide a complete picture of each of our agencies. The agency portal inter-operates with Quantum to extract information from the Quantum database and make it available to call centre operators," Help desk and web support manager for NSW Lotteries Colin Hadland said in a statement.
"We use the Quantum remarks screen to streamline and simplify how our call centre staff engages with our agents and their staff. If an agent has been with us for say, less than 12 months, the call centre operator is advised of this and keeps the dialogue at a level appropriate to that agent's familiarity with our systems and products."
NSW Lotteries also distributed over 10,000 pieces of hardware to agents in NSW, included in-store terminals and communications equipment. Quantam keeps track of the deployment and management details of those assets.
NSW Lotteries comprises the Lotto franchises, Powerball, Lucky Lotteries and instant scratchies.
NSW Lotteries was sold on a 40 year lease earlier this month, when Tattersalls paid $850 million cash as consideration for the licence and purchase of NSW Lotteries Corporation.
Tattersall's owns Victoria's lotteries and purchased Queensland's Golden Casket lotteries for $542 million in 2007, as well as other lottery franchises in South Australia, Western Australia and the Northern Territory.