South East Water pushes LiveLink

A Victorian water company is pushing its knowledge management application into its customer service division in an effort to increase customer satisfaction.

State owned South East Water is already using Open Text's LiveLink application to manage the 750,000 property plan documents it has. The application enables the company to share, store and retrieve these for on-going work.

Now the application is being pushed into new areas with a second phase of their implementation. All customer records are to be scanned and stored on to LiveLink so that customer service staff can respond to customer enquiries within 10 working days. Aiding this process will be the workflow aspect of the application, and Open Text has integrated LiveLink into South East Water's Customer Information System (CIS). Users of the CIS will be able to view the scanned customer documents online.

Further initiatives are planned by South East Water. The document management abilities will be extended to new applications, including version control and centralised storage. Electronic access to corporate documents will also be introduced, with South East Water employees being able to see human resources documents, incident management, invoices, key account customers, legal documents, library resources, electronic plans and field operation notes online through a browser environment.

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