Sevenoaks District Council improve services with Lagan
Posted: Wednesday, April 25th, 2007 at 12:07 pm
Sevenoaks District Council improve services with a new CRM solution from Lagan
Sevenoaks District Council is improving services to its 109,000 citizens with a new Customer Relationship Management (CRM) solution from Lagan integrated with a contact centre supplied by Macfarlane Telesystems. The combined system will streamline efficiency and improve customer interaction as well as support Sevenoaks’ strategic plan to expand the range of services it currently provides. The system has already raised the number of citizen enquiries resolved on first point of contact from 55% to 69.9%, and Customer Service Representatives (CSRs) are now able to deal with enquiries more quickly and efficiently.
The installation makes use of an innovative integration between Lagan’s CRM software and Macfarlane Telesystems’ CallPlus contact centre software. The two products have been integrated for Sevenoaks District Council at the Agent Desktop via an integrated screenphone that ensures Customer Service Representatives can view information residing on disparate systems in an integrated way. This enables CSRs to deal faster and more easily with enquiries, and also handle multiple enquiries on a single call – thereby improving efficiency and delivering a more professional service.
The Lagan/Macfarlane solution is already live for a number of services at Sevenoaks District Council including street scene, community development and environmental services.
Brian Hatt, Customer Services Manager at Sevenoaks District Council, explains, “The CRM and contact centre solution has already delivered tangible benefits and is helping us achieve our vision of meeting Government targets of 80% call resolution. Within a week of implementation, we were also receiving customer comments about the efficient nature in which their query had been dealt with – and these are directly attributable to the new technology.”
Commenting on the relationship with Macfarlane and Lagan, Brian Hatt says, “The speed at which the solution was deployed is testament to the professionalism of the companies’ respective teams. They appreciate the nature and complexity of our requirements and continue to provide invaluable support.”
Moving into 2007-8, Sevenoaks District Council is looking to extend CRM to other service areas such as CCTV and formal complaints, as well as extending Contact Centre support to other Sevenoaks District Council departments.
