Many councils use a CRM (customer relationship management) system within a call centre or one stop shop to manage customer contact.
CRM Integration provides an interface to the LMS from within a CRM system, enabling staff to answer enquiries and to carry out transactions such as updating borrower records, paying fines and making reservations. This means that:
- The profile of the library service is raised across the council
- Citizens are given a better service
- Staff using the CRM can update the LMS without having to access and learn a separate system
- Library staff time is saved