Microsoft scores CRM success at Royal Borough of Kensington and Chelsea

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The Royal Borough of Kensington and Chelsea has become the first UK local authority to deploy Microsoft customer relationship management software.

The council is using the latest version of Microsoft CRM 1.2, within the Directorate of Transportation and Highways, to handle postal, e-mail and telephone enquiries from the public relating to parking and clamping.

The CRM-based correspondence management system replaces a paper-based tracking and filing system. Letters coming into the department are scanned using the council's existing imaging system and allocated to one of 35 staff in the department.

Implemented by ETC Global Solutions, the new software is intended to provide a centralised database recording all communications and correspondence. This in turn will improve the way residents in the Borough communicate with the Council and is also in line with the government's e-agenda.

Councillor David Campion, Member E-Champion, Lead Member for the Leader on IT and Chairman of the Computer and Communications Advisory Group for the Royal Borough, said "The Council is always looking to improve the way it serves its residents and other customers. We pride ourselves on the way we handle communications and this system will help to ensure the consistency of our responses. It will also contribute to the Council meeting its e-government targets".

The department's IT set-up is Microsoft-based, with Dell PCs running Outlook and Office on Windows 2000 and Windows 2000-based Dell servers.

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