Scottish Council deploys CRM software

Share this content:

The West Dunbartonshire Council in Scotland is working with Graham Technology, a business software and services provider, to provide customer relationship management capabilities for its contact center.

The project directly addresses the Scottish Executive's Modernizing Government initiative, which aims to introduce business processes that will deliver 80 percent of core service requests by citizens at the first point of contact.

Reengineering many of the West Dunbartonshire 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 organization, ensuring that it is providing the best value to its citizens.

Glasgow, Scotland-based Graham Technology's flagship software product, ciboodle, will provide the council's contact center staff with a central interface for inquiries concerning council tax, housing benefits, housing allocations, rental accounting and housing repairs. The phased deployment will be expanded to other areas of the council.

Features of the deployment include the provision of contact management and work management capabilities, with additional measurement and reporting functionality also included. Ciboodle's multichannel approach is also used extensively, with phone, e-mail, scanned mail and face-to-face meetings all to be managed through its central interface.

close

Next Article in Data/Analytics

Sign up to our newsletters

Company of the Week

USAData helps businesses find new customers and grow their current customers through a combination of data and digital marketing services, and easy-to-use SaaS technology products. We enrich customer data so businesses can more effectively target and communicate with customers, and connect them with their best look-alike prospects through digital and traditional channels. We make it easy through simple, self-serve applications and APIs, as well as through full-service programs managed by our Data and Digital experts. 

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above