UK upgrade continues

Over in the UK, four more borough councils have signed contracts to improve their CRM systems.

Pendle Borough Council, Melton Borough Council, Scottish Borders Council have contracted ndl-metascybe to assist in integrating standalone applications into their main CRM system.

Melton Borough Council has asked ndl-metascybe to help enable the effective integration of a housing project it is currently undertaking. The ndl-metascybe integrationists will be helping Scottish Borders Council to put their environmental health facilities online, so that “residents can have a fast and effective way to advise the council on environmental and health issues.” And Pendle Borough Council will be using ndl-metascybe’s AWI tool set to integrate back office systems with front offices systems and enable document retrieval for local residents needing to find information on a specific property in the area.

Meanwhile, West Dunbartonshire Council is working with Graham Technology to provide advanced customer relationship management capabilities for its contact centre. This project, reports the council, directly addresses the Scottish Executive’s Modernising Government initiative, which has the objective of introducing business processes that will eventually deliver 80 percent of core service requests by citizens at the first point of contact.

Graham technology’s flagship software product, ciboodle, will initially provide the council’s contact centre staff with a central interface for enquiries concerning council tax, housing benefits, housing allocations, rental accounting and housing repairs. The phased deployment will be gradually expanded into 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 multi-channel approach is also used extensively, with phone, email, scanned mail and face-to-face meetings all to be managed through its central interface.

Building on recently delivered integration with the council’s back office systems, including iWorld and Saffron, is a key component of the project. This integration enables ciboodle to access all of the relevant information required by a contact centre staff member to resolve a citizen’s enquiry at first contact.

Founded in 1986, Graham Technology specializes in contact centre software and services. Headquartered in Scotland, Graham now has nine global offices.

ndl-metascybe specializes in data integration solutions providing full bi-directional integration from mainframe to mobile using industry standards such as web services (e.g. SOA, XML).