CRM project

Helping East Northamptonshire Council to provide better access to their services

Objective

Channel shift is an important objective for many local authorities. We were engaged by East Northamptonshire Council (ENC) to help them launch a customer relationship management system (CRM). This solution would enable customers to easily access popular services and ENC teams to efficiently manage their requests.

Approach

The project ran between June and December 2017. We worked closely with the ENC team and external technology partners Jadu to implement their Continuum CXM platform.

A modern, intuitive, cloud-based CRM system, Continuum CXM closely met the objectives that we’d specified. This included the ability to integrate the solution with other council systems. The success of this development is very much down to the hard work and effort of both Jadu and ENC.

Outcomes

Having taken ownership of the system, the ENC team are very happy with the product. Both partners have learnt from the project and are employing new practices as a result of their shared experience.

ENC has seen a 50% rise in traffic going through Continuum CXM since December 2017. This has helped to reduce the impact on customer services. With users signposted to online forms, the backlog and pressure after a busy festive period has been greatly minimised.

Related

Let's start a conversation!

Contact us at info@entecsi.com