Falkirk Council

The ability to monitor the volume, type and status of complaints.

http://www.falkirk.gov.uk/

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Case Studies

Falkirk Council Case Study

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A local government initiative to put the ‘Customer First’ and ensure that 75% of all citizen complaints were dealt with at first point of contact meant Falkirk Council had to look at digitizing their customer complaint management processes, eradicating manual processes and duplication of effort to drive up service levels and response times.

The Ciboodle Flow, case management solution ensures Falkirk’s case workers can log, categorize, manage, update, escalate, resolve and output complaint cases quickly and consistently, reducing manual hand-offs and keying whilst promoting and improving first contact resolution.

Achievements include:

  • 75% of all citizen complaints resolved on first contact
  • 14 week implementation from whiteboard to roll out
  • 100% tracking of complaints from receipt to resolution

We are striving to manage customer contacts across a range of diverse services and within decentralized office locations. Sword Ciboodle's solution allows us to provide a fully integrated service and therefore a better experience for our customers through interactions across multiple services.

Fiona Campbell, Head of Policy and Performance Review, Falkirk Council

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Press Releases

Falkirk Council to boost CRM with ciboodle

Thursday, 29 March 2007

Falkirk Council to boost CRM with ciboodle

Graham Technology wins tender to improve customer experience

Graham Technology, a provider of customer-oriented business software and services, today announced it has won a tender with Falkirk Council to help the organisation improve the experience of its customers.

Under the terms of the project, the council will deploy a contact centre CRM solution based on ciboodle, Graham Technology's flagship customer interaction software product.

ciboodle is being deployed to help Falkirk Council achieve its goals of improved service delivery. The project will allow customers to contact the council at times that suit them, using the means of communication that best meets their needs.

"We are delighted to have been selected to help Falkirk Council boost its customer service capabilities," said Murray Farquharson, head of public sector business, Graham Technology. "ciboodle will provide the council with a platform for managing all customer interactions in a centralised environment."

Falkirk Council is a unitary authority which provides all local government services for the Falkirk area. Covering 112 square miles, it has a workforce of around 7,000 employees, serving a population of around 145,000.

About Graham Technology

Graham Technology specialises in contact centre software and services. Since 1986, Graham Technology has worked with blue-chip organisations striving for operational excellence and who, in partnership with Graham Technology, have realised exceptional return on investment.

Headquartered in Scotland, Graham Technology has seven global offices, supporting a worldwide customer base. With its flagship customer interaction software, ciboodle, the company has become recognised as one of the most visionary CRM solution providers in the world.

www.grahamtechnology.com

Media and analysts contact:

Danny Sullivan
inmedia Public Relations Inc.
Tel (UK): +44 (0) 141 404 6478
Tel (US): +1 613 686 5657
Email: dsullivan@inmedia.com

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