Presentation on Customer Relation Management Solution (CRM)
To receive a presentation from the Customer Services Manager.
Minutes:
The Customer Services Manager outlined the procurement arrangements to secure a Customer Relation Management System (CRM) for Cheshire East.
The CRM would help to resolve the majority of customer enquiries at the first point of contact and to improve accessibility of Council Services in terms of locations, opening hours, access channels and links to other organisations.
The CRM would:
There were currently 4 legacy systems from the 4 demised authorities which were in the process of being evaluated.
The procurement process would involve using the OGC CRM Framework Agreement to ensure competition and to secure submissions from companies with proven abilities in this area.
RESOLVED – That the presentation be received and the Customer Services Manager be requested to circulate details of the preferred CRM solution to members of this Committee prior to a final decision being taken.