Issue - meetings

Presentation on CRM

 

 

Meeting: 07/12/2009 - Corporate Overview and Scrutiny Committee (Item 22)

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:

 

  • Develop more responsive customer services; organised to reflect customer characteristics, preferences and life events such as starting school

 

  • Improve the accessibility of Council services in terms of locations, opening hours, access channels and links to other organisations

 

  • Reduce the cost per contact across all customer access channels

 

  • Resolve 80% of customer enquiries at their first point of contact

 

  • Reduce avoidable customer contact caused by service failures, progress chasing and poor communication

 

  • Shift the profile of customer contact to access channels that are more convenient to the customer, appropriate to the transaction and more cost-effective for the Council

 

  • Develop relationships and trust with partners to enable customers to access a range of community services through a local virtual public gateway

 

 

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.

 

It was intended to implement a system from April 2011 onwards by

initially replacing legacy CRM solutions and harmonising the Customer Centres.

 

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.