LONDON, UK – February 18, 2009 – Bromsgrove District Council, part of the Worcestershire Hub, has ch
Bromsgrove District Council, part of the Worcestershire Hub, has chosen to implement SmartPoint in its customer service centre to enable customer service advisors (CSAs) to offer a faster, more efficient and higher value service. SmartPoint achieves this by providing the CSAs with a single, immediate, dashboard view of relevant customer information stored across many back office systems, while working in tandem with the council’s Onyx customer relationship management (CRM) system.
[UKPRwire, Thu Feb 19 2009] Bromsgrove District Council, part of the Worcestershire Hub, has chosen to implement SmartPoint in its customer service centre to enable customer service advisors (CSAs) to offer a faster, more efficient and higher value service. SmartPoint achieves this by providing the CSAs with a single, immediate, dashboard view of relevant customer information stored across many back office systems, while working in tandem with the council’s Onyx customer relationship management (CRM) system.
With a population of over 90,000, Bromsgrove District Council has recently developed a Customer First Strategy which aims to build a council that is truly customer focused. The strategy is underpinned with a set of values including “putting our citizens first” and “ensuring quality customer service”, supported by an investment program in the best technology to achieve this strategy.
In 2008, Bromsgrove tendered for a customer integration system returning bids priced in seven figures. Finding these bids too costly, further evaluation was undertaken to find a solution that delivered a large proportion of the required functionality but at a fraction of the cost. Having seen SmartPoint working at Wychavon District Council and Medway Council (both users of Onyx CRM), Bromsgrove decided that to achieve maximum results with a more efficient use of resources, SmartPoint was the best option.
Bromsgrove also needed a solution that was flexible and would adapt and grow with their changing business requirements and infrastructure. “One reason we have chosen to adopt a SmartPoint solution is because of its ease of use and flexibility,” explained Deb Poole, Head of E-Government and Customer Services at Bromsgrove District Council. “We currently use Onyx eShop as our CRM system and will be moving to Onyx OneServe later this year. We didn’t want to wait for the new system before starting our customer integration project, nor did we want redo all of our work once the new CRM system came along. Because SmartPoint allows us to deliver information alongside any CRM application, we will be able to reuse all dashboards we develop now seamlessly with our new system,” added Deb. SmartPoint is currently being deployed to connect to Bromsgrove’s revenue and benefits system (Academy) and environment and planning system (UNI-form).
SmartPoint will also assist Bromsgrove in meeting the Government directive NI14, which sets out to reduce avoidable contact between customers and councils, “We want to reduce the demand for face to face contact through improved service delivery,” stated Deb. “By providing a joined up, integrated single of view of the customer, our CSAs are able to proactively take care of multiple customer queries during one visit or call therefore removing the need for customers to either make unnecessary return visits or additional calls to the customer service centre,” she concluded.
Kevin Dicks, Acting Chief Executive of Bromsgrove District Council and Redditch Borough Council added, “implementing SmartPoint underpins a wider drive to improve services and reduce costs, allowing more to be spent on further improving services for the customer.”
SmartPoint was recently included in the Call Centre Focus ‘Hotlist 2008’, and Call Centre Helper’s ‘Top Ten Call Centre Software’. SmartPoint’s local authority customers include: Ashford Borough Council, Canterbury City Council, City of London, Medway Council and Wychavon District Council.
SmartPoint delivers context-based, real-time customer information directly to the call centre advisor's desktop. This enables contact centres to optimise customer service, operational efficiency and reduce costs by automatically providing advisors with relevant and timely information thus avoiding the need to manually search multiple systems.
As well as providing a superior customer experience, SmartPoint allows advisors to fulfil contact centre targets by increasing first call resolution, providing a single view of the customer on one screen and reducing call times therefore increasing efficiency.
SmartPoint Technologies is a member of the TIS Software group of companies. The TIS Software group has many hundreds of customers operating in more than 30 countries including Abbott Laboratories, Bailey Teswaine, Fuller Smith and Turner, Fired Earth, London Transport, Virgin Media, Midwich, City of London, Medway Council and Ashford Borough Council. For more information about SmartPoint software visit: http://www.smartpointsoftware.com.
For more information:
SmartPoint Software Ltd
T: 01628 551312