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Sevenoaks integrates CRM with call centre functionality

20th Jun 2007
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Sevenoaks District Council has rolled out a new CRM system from Lagan to its 109,000 citizens and integrated it with a contact centre supplied by Macfarlane Telesystems.

The combined system is intended to streamline efficiency and improve customer interaction as well as support Sevenoaks’ strategic plan to expand the range of services it currently provides.

The system has already raised the number of citizen enquiries resolved on first point of contact from 55 percent to 69.9 percent.

Lagan’s CRM software and Macfarlane Telesystems’ CallPlus contact centre software have been integrated for Sevenoaks District Council at the agent desktop via an integrated screenphone that ensures customer service representatives can view information residing on disparate systems in an integrated way.

The Lagan/Macfarlane solution is already live for a number of services at Sevenoaks District Council including street scene, community development and environmental services.

“The CRM and contact centre solution has already delivered tangible benefits and is helping us achieve our vision of meeting Government targets of 80 percent call resolution," says Brian Hatt, customer services manager at Sevenoaks District Council.

"Within a week of implementation, we were also receiving customer comments about the efficient nature in which their query had been dealt with – and these are directly attributable to the new technology.”

Sevenoaks District Council is now looking to extend CRM to other service areas such as CCTV and formal complaints, as well as extending contact centre support to other Sevenoaks District Council departments.

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