Customer Overview 111-20091834

Smart Centres

Customer Overview will autofill in the Services Australia Workspace when a customer has entered their Customer Reference Number (CRN) or Customer Access Number (CAN) in the IVR. See the Resources page for a link to Services Australia Workspace.

If the customer has not entered their CRN/CAN, Customer Overview will not fill until the Service Officer enters the CRN/CAN.

Service Centre

Customer Overview fills through the Interaction tabs in the Front of House app (FOH) when a Service Officer enters the customer's CRN/CAN.

Customer Overview:

• reduces the time and need for a customer to recall and communicate:
• a history of contact, and
• reason for call
• shows a Service Officer the recent customer experience or interactions with Centrelink
• reduces the time to find relevant details on multiple screens
• shows real time data on the customer's record
• gives direct links to knowledge articles and specific Operational Blueprint content to help Service Officers
• gives a snapshot of possible issues affecting a customer’s circumstances, such as:
• debts
• suspensions
• claim status
• cancellations
• shows actions taken, such as:
• updating or confirming their phone number, and
• the messages customers have already heard in the Smart IVR (Smart Centre only)
• shows customer interaction across all channels, for example:
• service centre visits
• inbound and self service phone calls, and
• completed, and partially completed, self service transactions
• shows letters and other correspondence the customer has recently received, such as:
• emails
• SMS, and
• push notifications
• shows details of online or app completed transactions

Aggregated cards

If there is more than one instance of the same item on the same day, only one card per activity or event is shown. The card shows how many times the item occurred on that day. If there are multiple activities, each activity has a different card.

Read card indicators

Letter titles change to a darker blue to show that the card produced a PDF version of the letter.

Recent items

Cards with a date in the past 7 days:

• display the number of days in red text
• can range from ‘Just now’ to ‘7 days ago’

This will show how old the event is.

Chronological order

Cards are in date order, with the most recent item at the top. There are some exceptions such as business imperative indicating cards. For example, update phone number cards.

Expanded Card

Cards with extra information can be expanded and collapsed by:

• clicking on chevron (Service Centre only)
• clicking on the blue title (Smart Centre only)

Expanded cards display ‘more...’ text to load the next 10 activities from that day.

Correspondence PDF

Correspondence cards include:

• letters
• emails
• push notifications, and
• SMS sent to the customer by Centrelink

There is a short description on the card to help identify the content of the correspondence.

Click on the card to open the full PDF version of the letter, email, push notification or SMS.