Customer Relationship Management

Previous / Current Position

As customers currently access services via a number of different routes including directly with the service areas, a complete view of the contacts with the County Council is not available. This means that information regarding customer contact with us is held in a variety of places and is not consolidated. Due to various contact routes, customers are often asked to repeat the same information time and time again as the details are not captured once and processed as part of the enquiry.

When customers contact the Worcestershire Hub via the new Access Channels – Customer Centres, Telephone Contact Centres and Portal:

• they will not be asked to provide unnecessary information
• they will not be asked to repeatedly provide the same information
• their contact history will be available
• information will be captured and then processed to support their enquiry
• information about the type and volume of contacts will be recorded.

The way in which customer contacts will be logged, processed and managed is via a single Customer Relationship Management (CRM) system. The same system and processes are needed to support all three Access Channels, this is shown in the diagram below.

Fig. 2 – Customer Relationship Management