Case Study: Improving Customer Experience at Before You Dig Australia
Introduction to Before You Dig Australia
Before You Dig Australia (BYDA) is a not-for-profit organisation that delivers essential services for safe digging to prevent disruption to Australia’s infrastructure. BYDA, in partnership with Esri Australia, undertook a project to improve their online customer request application process.
The project integrated Geoscape Addresses and Land Parcels APIs into the application form, allowing easier site identification in customer applications and automatic marking of land parcels. This update was well-received by customers and led to a significant decrease in support calls.
Addressing Initial Challenges
BYDA’s original customer request application process had a non-intuitive interface and its manual site drawing was error prone. BYDA focused on addressing these issues to improve user experience and accuracy.
Collaboration with Geoscape Australia
Integrating Geoscape’s APIs was crucial for streamlining the application process and accessing national data efficiently. This reduced manual data handling, improved consistency in user experience, and allowed BYDA to focus on delivering value without the hassle of data management. Geoscape Australia helped BYDA identify its application needs and smoothly integrate the required location data.
A screenshot from BYD’s new online customer request application process, integrated with Geoscape Addresses and Land Parcels APIs. Image Copyright © Before You Dig Australia 2024 All rights reserved
Feedback, User Experience and Operational Improvements
The revised application received positive user feedback for its straightforward, accurate process and clear mapping features. This led to a 20% reduction in support calls, reflecting the system’s improved efficiency and user satisfaction. The successful use of Geoscape APIs by BYDA highlights how location intelligence can be used to improve customer service and help business operate more efficiently.