CRM Overview

If a CRM software package is chosen that is not specifically designed for local authority needs, and does not come pre-configured with workflow relevant to a local authority, then much time and money is wasted before it can be used within in that environment. Capita CRM has been designed specifically for Local Authorities by our consultants who have themselves gained many years of experience as Local authority practitioners. It enables an authority to structure transactions around a citizen's needs rather than by department structure, enabling the authority to focus on the citizen's needs as the customer.

From a citizen viewpoint, the benefits are that services become easier to find and access. Transaction times become shorter. It makes the consumption of appropriate services by the citizen easier to navigate, find and use. The effect is an increase of customer satisfaction coupled with higher efficiency and higher throughput.

The benefits from a local authority viewpoint are also many-fold. The citizen is treated as a unique individual and not as a series of discrete entries on a set of departmental files. This enables an authority to share appropriate information within the same department and also with other departments to improve and enhance the citizen service experience. There is also the possibility of reducing costs by sharing information and cutting process duplication. An all-important by product of citizen centric is that the council's perception with the public will be significantly enhanced.

Capita CRM will log every enquiry, whether it can be answered immediately or not. When fully answered, the call will automatically be closed by the system, but a record will be maintained that the customer had requested a given piece of information. Where calls cannot be resolved immediately, then a task will automatically be generated for back office staff to process or engage as appropriate. As soon as the CRM system starts being used, all citizen interactions will start being monitored. This will steadily build a profile of the individual that can be used to greater effect as more modules and departments are brought on stream.

Capita Direct Module offers the facility to log complaints using an interactive interface, which can be textual or graphic based (or any combination). The map of complaint routes is maintainable by the Authority and can reflect different practices across different service areas. The complaints are recorded as calls within Direct Contact, thereby allowing for easy monitoring and tracking. Statistics can be extracted easily for reporting purposes.

As more data is extracted and built into the system, such as GIS references, the system will become increasingly valuable to the Authority. The Authority will be able to proactively supply information of changes to Benefits, Refuse Schedules, Planning Applications within a given distance of a property, disruptions to services etc to the appropriate individuals.

Capita CRM has embedded interfaces to third-party telephony management solutions in order to provide 'screen popping', so that, when a call is received, the details relating to the call are 'popped' onto the agent's screen.

CRM
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