Working Collaboratively with Objective Support: Bay of Plenty Regional Council

27.06.2019

Bay of Plenty Regional Council is one of our greatest customer success stories. Their journey towards digital has transformed the way they deliver services, injected greater operational efficiencies and improved processes across the entire council. These initiatives highlight how innovative technologies combined with good working relationships are the key to achieving the best business outcomes.

We sat down with Bruce Balfour, former EDRMS Administrator of Bay of Plenty Regional Council and our latest recruit at Objective, having crossed over to the other side to bring his wealth of expertise to us as Objective’s Technical Account Manager for Local Government.

When did the Bay of Plenty Regional Council become an Objective Customer?
Bay of Plenty Regional Council has been an Objective customer since 2008. Currently running multiple Objective solutions including Objective ECM, Objective Connect, Connect Link and Objective Keystone, their solution set has evolved over time as the business needs have changed and additional Objective products have been implemented to underpin digital transformation.

Describe your relationship with Objective Support?
I have been the liaison between Bay of Plenty Regional Council and Objective Support since 2013. Prior to that I worked with Objective Support when I was employed at Tauranga City Council and The Western Bay of Plenty, so my relationship with the team dates back over 11 years. I have always enjoyed a good working relationship with the team, working collaboratively to solve business issues.

What is your advice to other customers engaging with Objective Support?
Make sure you’ve got someone internally who understands the technical issues and can do the groundwork to gather the necessary information before raising a support ticket. Being self-sufficient in reviewing log files saves critical time and helps resolve incidents much sooner. Understanding the scope of a problem is also imperative, for example is the issue affecting multiple users or just one. Therefore, reviewing the logs for a variety of professional scenarios is important.

What does your new role at Objective involve?
I am the Technical Account Manager for Local Government based out of the Objective Wellington office. Most of my time will be spent with customers providing strategic advice and making sure their Objective solution best meets their needs. It’s also about ensuring customers have the right services, products and training available. I am also responsible for identifying process improvements and finding ways for customers to maximise their use of Objective to achieve greater efficiencies.


Almira Rapisarda, Marketing Manager

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