Aberdeenshire Council overhauls customer relations
Scottish council to use CRM to improve information flow
Aberdeenshire Council is planning to use customer relationship management (CRM) software to improve its service to citizens.
The software will be integrated with the council's telephony systems and linked to functions like revenues and benefits, housing, planning, building control and its local property tracking gazetteer.
Aberdeenshire is committed to delivering better service to its customers, says the council's CRM project manager, Morag Black.
'We will empower our staff through giving them access to the information they need to serve citizens better,' she said.
The system will track individual requests and enquiries by citizens to make sure they are dealt with, give council bosses more extensive performance management information with which to monitor customer satisfaction.
'This five year CRM deal will help us to make the most of the information we hold,' Black said.
'We are delighted to be working with Northgate to deliver further customer service improvements.'
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Further reading:
UK councils admit to CRM problems