Over the last 10 years there has been a move within Local Government to adopt a Customer Relationship Management (CRM) strategy of putting the customer/ citizen at the centre of what they do to improve customer service whilst also driving internal efficiency.
The trend has been towards centralising the customer-facing aspects of local authority services into Customer Contact Centres, Walk-in Centres and Web Self-Serve facilities to provide the customer with simpler channels to access services and quicker resolution.
Following the budget cuts announced in the Comprehensive Spending Review of 2010, local authorities have been forced to re-examine how best to deliver services to customers both effectively but also at a reduced cost.
Optevia has been working with Local Government to develop innovative CRM solutions since 2004 based on the Microsoft Dynamics CRM platform.
Our latest generation Local Government Essentials solution combines the best of Microsoft Dynamics CRM with Local Government facilities for the Contact Centre, Walk-in Centre, Web Self-Serve and Mobile together with powerful back office systems integration. We also have a team of consultants who are experienced working with Local Authorities to understand your specific challenges and provide innovative solutions.
Click here to read about specific Optevia Essentials solutions for Local Government