Data Voice Solutions

Graham Technology, a provider of customer-oriented business software and services have partnered with West Dunbartonshire Council in Scotland to provide advanced customer relationship management capabilities for its contact center.

 

The solution will assist the Scottish Executive’s Modernizing Government initiative, which aims to introduce business processes that are expected to deliver 80 percent of core service requests by citizens at the first point of contact.

 

The project includes reengineering several of the council’s business processes to make them more streamlined. This will improve the efficiency of the organization and ensure that it provides best value to its citizens.

 

Initially, ciboodle, Graham Technology’s flagship software product will provide the council’s contact center staff with a central interface for inquiries concerning council tax, housing benefits, housing allocations, rental accounting and housing repairs. Eventually, the phased deployment will be expanded to other areas of the council.

 

According to Angela A Clements, head of ICT & Business Development, West Dunbartonshire Council, Graham Technology was selected due to ciboodle’s ability to provide their front-line staff with access to the greatest possible amount of up- to-date information.

 

“The software will enable us to vastly increase the number of enquiries that will be resolved at first point of contact while streamlining our back office processes, thereby greatly improving the level of service that we provide to our citizens,” explained Clements in a press release.

 

The implementation of the technology includes the provision of contact management and work management capabilities. Additional measurement and reporting functionality is also included in the deployment. The Council will also use ciboodle’s multi-channel approach with phone, e-mail, scanned mail and face-to-face meetings, all of which will be managed through its central interface.

 

A key component of the project is the recently delivered integration with the council’s back office systems, including iWorld and Saffron. Leveraging the integration, ciboodle will access all of the relevant information required by a contact center staff member to resolve a citizen’s enquiry at first contact.

 

Mike Hughes, managing director, Graham Technology is excited to be working with West Dunbartonshire to help them meet their requirements for improving customer service. “This is a strong validation of ciboodle’s ability to enhance customer experience in the public sector,” he concluded.

 

Headquartered in Scotland, Graham Technology specializes in contact center software and services.