Scottish Council deploys CRM software

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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.

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