Corporate CRMS

"Single, corporate-wide Customer Relationship Management System, possibly shared with partners, in full use for all customer transactions via all channels"

Most councils throughout the UK already have a Customer Relationship Management System (CRMS), though relatively few appear to be making full use of it. In some cases, the system has hardly been taken out of the box, and in some other, not only is it not serving a useful purpose, it is actually having a negative impact on customer service.

Introducing a corporate CRMS on its own serves little purpose - it has to be part of a broader strategy for customer service, in which the CRMS manages all customer transactions through all available channels - whether it be through face to face contact, telephone contact through the contact centre, e-mail contact, or transactions over the web.

Ideally a single CRMS will service all customer-facing public services for alocal area - council, non-emergency police enquiries, non-emergency fre and rescue enquiries, health, housing, and other services as appropriate to the local community.