Redditch Borough Council wins 'Contact Centre Technology' award for SmartPoint at the 2009 Good Comm
Redditch Borough Council has won the prestigious ‘Contact Centre Technology Award’ for its use of SmartPoint at this year’s Good Communication Awards which recognise excellence in public sector communications.
[UKPRwire, Sat Jul 25 2009] Redditch Borough Council has won the prestigious ‘Contact Centre Technology Award’ for its use of SmartPoint at this year’s Good Communication Awards which recognise excellence in public sector communications.
In May this year, Redditch selected SmartPoint to enable Customer Service Advisors (CSAs) to offer a more streamlined and efficient response. SmartPoint provides a single view of the customer via a desktop dashboard that works alongside the council’s customer relationship management (CRM) system. SmartPoint connects with numerous back office systems including revenues and benefits, planning, building control, waste management and cleansing, housing and document management systems. Previously, CSAs needed to log in to six or seven back office applications every day.
Good Communications Awards judges commented that: "Smart Point is being put to good use in a number of Local Authority contact centres and Redditch is to be commended for its forward thinking approach to adopting this time-saving technology."
“To win this year’s award is fantastic recognition for the hard work and commitment demonstrated by the customer services staff at Redditch Borough Council,” explained Lynn Jones, Customer Services Manager at Redditch Borough Council. “With SmartPoint, we are able to significantly improve the efficiency of our CSAs by providing them with just the right information at the moment they need it so they don’t waste time searching systems and following unnecessarily manual processes”.
The Good Communication Awards aim to promote and encourage the public sector’s efforts towards effective communication with its citizens and its workforce. The four award categories (Print, Public Relations, IT and Telecoms) recognise the individuals and organisations that have demonstrated effectiveness and innovation. The GCA Judging Panel consists of experts in communication from leading technology organisations, trade associations and marketing/PR professionals.
SmartPoint has also recently been named a finalist in the 2009 Software Satisfaction Awards. SmartPoint’s local authority customers include: Ashford Borough Council, Bromsgrove District Council, Canterbury City Council, City of London, London Borough of Sutton, Medway Council, and Wychavon District Council. For more information about SmartPoint software visit: http://www.smartpointsoftware.com.
SmartPoint delivers context-based, real-time customer information directly to the call centre advisor's desktop. This enables customer facing service operations 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.
SmartPoint dashboards work with existing CRM, ERP and back office systems and connect customer information from all sorts of other sources such as databases, email, file systems and web sites.
As well as providing a superior customer experience, SmartPoint allows advisors to fulfill contact centre targets by increasing first call resolution, providing a single view of the customer on one screen and reducing call times therefore increasing organizational 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, Elsevier, Fuller Smith and Turner, Fired Earth, London Transport, Virgin Media and Zycko.
For more information:
SmartPoint Software Ltd
T: 01628 551312