The Lagan CRM system, the first phase of which went live in September 2006 in the Property Maintenance and Revenue Payment Collection service area, has been put in place with the aim of more quickly and efficiently handling the 1,500 calls the council receives every week, and is expected to reduce the amount of time it takes to resolve callers’ issues. One of the objectives is to resolve 75% of enquiries on first contact.
Lagan’s CRM software was selected on the grounds of its speed of deployment, ease of use, minimal training requirements, and configurability, plus its potential to integrate with the council’s back-office systems.
Government specialist Lagan is emerging as one of the favorite CRM systems for use within UK local government for call center and customer interaction management, although vendors like SAP and Oracle are still claiming success for broader CRM projects.
