West Dunbartonshire Council has teamed up with Graham Technology to launch its new customer contact centre.The new contact centre uses Graham Technology's ciboodle CRM system to centralise all customer interactions. The system provides customer service staff with a single view of all citizen information and one point of contact for all customer enquiries and service requests. It is fully integrated with phone, email, white mail and the Web, ensuring that customers experience the same service, regardless of the method they choose to contact the council.
The first phase of the deployment has delivered the ability to handle service requests including council tax, benefits, housing allocations, rental accounting, housing repairs, pest control, and education enquiries, including grants and allowances. Future phases will see the system expand into other areas such as waste disposal and special uplifts. Talks are also being held on the possible integration of election and social work information and the national Young Scot card.
Convener of the Corporate and Efficient Governance Committee, Cllr Craig McLaughlin, commented: "The Contact Centre will enable us to vastly increase the number of enquiries that will be resolved at the first point of contact, thereby improving the level of service that we provide to our valued customers."
Mike Hughes, Managing Director, Graham Technology, said: "With ciboodle, West Dunbartonshire Council has created a contact centre that is fully equipped to address the needs of its citizens for the foreseeable future."
The new contact centre has also just been accredited with the Investors in People profile standard within the top 5% in Britain. It is the first contact centre in Scotland to achieve this standard.
Source: Graham Technology and West Dunbartonshire Council
