ProQuest Consulting is an award winning Salesforce Summit Partner and Australia's number one customer support automation specialist. With more than 450 successful implementations since 2010 and a 4.93 out of 5 satisfaction rating, we help organisations transform service operations and customer experiences through certified expertise and 100 percent Agile delivery.
Why Choose Customer Support Automation for Your Business Transformation
Selecting the right customer support automation partner determines whether your service investment becomes a competitive advantage or an expensive disappointment. Expert automation partners possess validated expertise, proven methodologies and direct access to cutting-edge AI and automation resources that independent consultants and generalist IT firms simply cannot match.
Industry-leading automation expertise, the hallmark of exceptional service transformation, signifies exceptional technical capability, customer success and innovation. ProQuest Consulting holds this prestigious reputation alongside over 200 technology certifications across our team, ensuring you work with consultants who understand support automation inside and out.
The cost of choosing the wrong partner is substantial. Research shows that 68% of DIY automation implementations either fail completely or require expensive professional remediation within 12 months. Offshore consultants often deliver solutions that ignore Australian regulatory requirements and local business practices. Generalist IT firms lack the deep customer support automation expertise required for complex customisations and integrations.
ProQuest's 100% Agile approach with daily scrums and fortnightly sprints ensures complete transparency, rapid deployment and continuous alignment with your business objectives. You gain real-time visibility into progress, immediate access to your support team and the confidence that comes from working with Australia's most trusted customer support automation specialists.
Complete Customer Support Automation Solutions from Australia's Leading Technology Partner
ProQuest provides end-to-end customer support automation solutions designed to solve your most pressing business challenges whilst positioning your organisation for sustainable growth.
Intelligent Support Automation Excellence
Australia's leading customer support automation specialist, transforming overwhelming ticket queues into streamlined workflows and frustrated customers into satisfied advocates through intelligent automation.
Our customer support automation solutions deliver:
✔ AI-powered chatbots and virtual agents that handle routine enquiries 24/7, reducing agent workload by up to 70%
✔ Intelligent ticket routing and case management that directs enquiries to the right agent instantly
✔ Automated response systems with natural language processing that provide instant, accurate answers
✔ Self-service knowledge bases with smart search that empower customers to find solutions independently
✔ Integration with CRM, helpdesk and communication platforms for unified customer views
Proven results:
60-80% Reduction in response time
40–60% Decrease in support costs
30–50% Improvement in customer satisfaction
70–85% Of routine queries automated
RevenueCloud & Sales Automation
Accelerate revenue growth by streamlining sales processes from lead to cash. Whether teams rely on CPQ or are moving to Revenue Cloud, our solution supports opportunity management, lead routing and scoring, complex pricing and configuration, quoting, approval workflows and real-time pipeline dashboards that help your sales team close deals faster.
Service Cloud
Transform customer support through unified platforms connecting phone, email, chat, social media and self-service portals. Agents gain complete customer histories, AI-powered recommendations and automated case routing for faster resolution and more personalised service across every channel. Deliver exceptional experiences that build loyalty and turn customers into advocates.
Marketing Automation
Enable personalised customer journeys at scale with sophisticated segmentation, automated campaign workflows, journey mapping and clear ROI attribution connecting marketing activities directly to revenue outcomes. Build targeted campaigns that deliver the right message at the right time through intelligent automation and data-driven insights.
Integration & API Services
Connect your support automation platform with ERP systems (SAP, Oracle, Microsoft Dynamics), CRM platforms (Salesforce, HubSpot, Zendesk), legacy databases and industry-specific applications. Our integration consultants design robust API architectures providing real-time synchronisation and unified data.
Self-Service Portals
Create branded self-service environments where customers find answers, submit tickets, track requests and access support resources independently. Reduce support costs while improving satisfaction through 24/7 access to information and seamless experiences.
AI and Conversational AI Innovation
ProQuest leads Australian organisations in AI adoption for customer support automation. Our AI implementations leverage natural language processing for intelligent chatbots, sentiment analysis for proactive support, predictive analytics for issue prevention and conversational AI agents
Generic support automation implementations fail because they ignore industry-specific workflows, regulatory requirements and operational realities. ProQuest's deep domain expertise ensures your solution aligns with sector best practices.
FSC implementation, APRA compliance, relationship banking, AML monitoring
75+ projects
Public Sector
Citizen engagement, accessibility compliance, case management, transparency reporting
50+ projects
Retail
Omnichannel commerce, field service coordination, inventory management, personalisation
80+ projects
Manufacturing
Quote-to-delivery, field service, warranty management, supply chain visibility
70+ projects
Healthcare
Patient engagement, HIPAA compliance, care coordination, EHR integration
40+ projects
Energy and Utilities
Our solutions address customer enquiry automation, billing support, outage notifications, regulatory compliance, customer portals and smart meter integration. ZEN Energy partnered with ProQuest to deliver an end-to-end platform enabling rapid scaling and streamlined customer service workflows.
Financial Services
We implement secure customer support automation with appropriate controls for APRA requirements, privacy obligations and Anti-Money Laundering monitoring whilst enabling personalised banking support and financial advisory services.
Public Sector
Trusted by ACT Government, Transport for NSW, Infrastructure NSW and Transport Canberra, we navigate government procurement frameworks, meet accessibility standards and deliver solutions serving millions of Australians.
Retail
JB Hi-Fi beat all-time Black Friday sales records using our automated customer support solution, managing unprecedented enquiry volumes whilst maintaining exceptional customer satisfaction.
Manufacturing
We implement technical support automation with product knowledge bases, warranty management, spare parts ordering and service request tracking whilst enabling distributor and dealer support portals.
Healthcare
Our HIPAA-compliant implementations improve patient support, streamline appointment scheduling and coordinate care across multiple providers whilst respecting stringent privacy requirements.
Our Proven Agile Implementation Approach
ProQuest's methodology eliminates uncertainty through transparent collaboration and continuous value delivery.
Discovery and Strategy
- Stakeholder interviews and workflow analysis
- Current system assessment and integration requirements
- Solution architecture design and roadmap development
- Clear success metrics and expected outcomes
Agile Implementation
- Fortnightly sprints delivering working functionality
- Daily stand-ups maintaining momentum
- Continuous user feedback and course correction
- Real-time project visibility with no surprises
Integration Excellence
- API integration specialists designing robust architectures
- Real-time data synchronisation across enterprise systems
- Comprehensive error handling and monitoring
- Integration with legacy systems and modern cloud applications
Change Management and Training
- Early user involvement in design decisions
- Role-specific training programmes
- Video tutorials and quick reference guides
- Embedded support during first 30 days post-launch
Managed Services and Optimisation
- Proactive monitoring and security updates
- New feature evaluation and implementation
- Quarterly business reviews assessing alignment
- Continuous training and strategic consultation
Throughout every phase, you receive daily updates, direct team access and complete transparency. No surprises, no scope creep, no hidden costs.
Real Results from Leading Australian Organisations
JB Hi-Fi: Record-Breaking Retail Performance
Australia's largest consumer electronics retailer implemented ProQuest's Field Service solution to manage delivery and installation services. The result? JB Hi-Fi beat all-time Black Friday sales records, directly attributing operational excellence to our automated scheduling, mobile applications and real-time GPS tracking. The solution enabled rapid scaling during peak demand whilst maintaining exceptional customer satisfaction.
Smart Energy: Renewable Energy Transformation
Smart Energy is one of Australia's leading residential solar retailers, supporting over 20,000 homes in their transition to clean, affordable energy through solar and battery solutions with zero upfront cost. We've partnered with them since 2018, beginning with a Salesforce Field Service solution that improved productivity across 130 staff in seven offices, and have since continued delivering automation and platform enhancements to support their growth and nationwide service delivery.
Government Sector: Trusted by Major Agencies
Australian government organisations trust ProQuest with mission-critical implementations serving millions of citizens. Our public sector clients include Transport for NSW, Infrastructure NSW, ACT Government and Transport Canberra, demonstrating our capability to navigate complex procurement, meet stringent security requirements and deliver accessible solutions complying with WCAG 2.1 AA standards.
BOC Australia: Industrial Field Service Excellence
BOC Australia, a leading industrial gas supplier, implemented Field Service Lightning to transform field operations. Asset Management Manager Damian Pauley praised ProQuest's exceptional understanding of Field Service capabilities, noting significant improvements in technician productivity, asset utilisation and customer service levels.
What OurClients Say
Our customers consistently highlight the quality, expertise and care that our certified consultants bring to every automation project. These real client stories reflect the outcomes and trust that define ProQuest Consulting's work.
Damian Pauley, Customer Service Manager, BOC Australia
“ProQuest were excellent during our Field Service development and deployment. They very clearly had a great understanding of the product and features. Overall we are thrilled with the work that was done.”
Joshua Olds, Head of IT, Kogan
“ProQuest was amazing. I cannot thank them enough for their hard work, commitment and dedication to the Service Cloud project. Big shout out to the team for their exceptional work.”
With more than 450 successful technology implementations and a 4.93 out of 5 customer satisfaction rating, these reviews reflect the consistent results our clients experience.
We combine industry-leading expertise with 450+ projects experience, local Australian presence, 100% Agile transparency, industry-specific automation expertise and comprehensive ongoing support. Our 4.93/5 satisfaction rating reflects genuine client success, not marketing promises.
Frequently Asked Questions
What qualifications should I look for in a customer support automation partner?
Choose a partner with proven automation expertise and technology certifications, which represents deep technical capability. Look for multiple certifications across relevant platforms and AI technologies, proven experience in your industry and a strong portfolio of verified case studies. Customer satisfaction scores above 4.5 out of 5 indicate consistent delivery quality.
ProQuest is an award-winning technology partner with more than 200 certifications, 450 successful implementations and a 4.93 out of 5 satisfaction rating from over 350 surveyed projects. We provide reference contacts and case studies for every industry we support.
How long does a customer support automation implementation take with an experienced partner?
Most support automation implementations take between 8 and 12 weeks for focused single-platform projects, and between 16 and 24 weeks for multi-channel or enterprise transformations. Timelines depend on factors such as integration requirements, data migration, customisations, training needs and the availability of internal stakeholders.
ProQuest delivers projects using a 100 percent Agile approach, providing working functionality throughout the engagement rather than waiting for a final release. Many clients begin seeing value within the first month.
What is the difference between a specialist automation partner and other providers?
Specialist customer support automation partners sit at the top of the technology services ecosystem. They meet the strictest requirements for certifications, customer success, delivery quality and innovation. Leading partners also receive priority access to platform vendors, AI product teams, engineering support and early feature releases.
Generalist partners, offshore contractors or general IT consultancies do not have these advantages, which can limit their ability to resolve complex challenges or implement advanced solutions. ProQuest's industry recognition and specialisation in customer support automation demonstrate capability that goes beyond marketing claims.
How much does customer support automation implementation cost in Australia?
Customer support automation implementation costs vary widely depending on scope, number of users, customisations and integration complexity. It includes discovery, design, configuration, data migration, training and initial support, but excludes platform licensing. ProQuest provides transparent proposals with clear assumptions, deliverables and payment milestones.
What ongoing support should I expect after automation implementation?
Effective post-implementation support includes user assistance, system administration, platform optimisation, feature enablement, performance monitoring and security maintenance. Leading automation platforms release three major updates each year, so a partner should help you evaluate and adopt new features continuously.
ProQuest provides full managed services, including dedicated administrators, proactive optimisation recommendations, security reviews, quarterly business reviews and immediate access to certified consultants. This ensures your system remains reliable, scalable and aligned with your business goals.
Ready to Transform Your Business with Australia's Leading Customer Support Automation Partner?
Join leading Australian organisations who've achieved transformative results through ProQuest's certified expertise, proven methodologies and unwavering commitment to client success.
With 450+ successful projects, 4.93/5 client satisfaction and industry-leading credentials, we deliver the customer support automation solutions your business needs to compete and win in today's digital economy.
ProQuest works to empower companies in Australia and New Zealand to achieve higher performance through the delivery of tailored technology solutions using disciplined Agile Scrum methodology.
We bring customer's vision to life through efficient delivery of innovative and transformative solutions powered by cutting-edge automation and AI.
Contact
• Lvl 12, 3 Spring Street, Sydney
• The Executive Centre Level 22, Salesforce Tower, 180 George St, Sydney NSW 2000
We acknowledge the Traditional Owners of the land where we work and live. We pay our respects to Elders past, present and emerging. We celebrate the stories, culture and traditions of Aboriginal and Torres Strait Islander Elders of all communities who also work and live on this land.
Join UsAbout
info@proquestit.com