West Dunbartonshire Council to deploy contact centre CRM software
Council targets government's Customer First strategy
West Dunbartonshire Council is working with Graham Technology, a provider of customer-oriented business software and services, to provide advanced customer relationship management capabilities for its contact centre.
The project directly addresses the Scottish Executive's Modernising Government initiative, which has the objective of introducing business processes that will eventually deliver 80% of core service requests by citizens at the first point of contact.
Reengineering many of the council's business processes to become more streamlined will be a significant part of the project. This exercise will have a significant impact in improving the efficiency of the organisation, ensuring that it is providing best value to its citizens.
Graham Technology's flagship software product, ciboodle, will initially provide the council's contact centre staff with a central interface for enquiries concerning council tax, housing benefits, housing allocations, rental accounting and housing repairs. The phased deployment will be expanded to other areas of the council over time.
"We selected Graham Technology based on ciboodle's ability to provide our front-line staff with access to the greatest possible amount of up- to-date information," said Angela A Clements, Head of ICT & Business Development, West Dunbartonshire Council. "The software will enable us to vastly increase the number of enquiries that will be resolved at first point of contact while streamlining our back office processes, thereby greatly improving the level of service that we provide to our citizens."
Features of the deployment include the provision of contact management and work management capabilities, with additional measurement and reporting functionality also included. ciboodle's multi-channel approach is also used extensively, with phone, email, scanned mail and face-to-face meetings all to be managed through its central interface.
Building on recently delivered integration with the council's back office systems, including iWorld and Saffron, is a key component of the project. This integration enables ciboodle to access all of the relevant information required by a contact centre staff member to resolve a citizen's enquiry at first contact.
"We are hugely excited to be working with West Dunbartonshire to help them meet their requirements for improving customer service," said Mike Hughes, Managing Director, Graham Technology. "This is a strong validation of ciboodle's ability to enhance customer experience in the public sector."
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 nine global offices, supporting a worldwide customer base. As a beacon for innovation and commitment to delivery, Graham Technology has become recognised as one of the most visionary CRM solution providers in the world.
www.grahamtechnology.com
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