Medway Council Provides 'Single View of the Customer' with SmartPoint Dashboards

Medway Council was faced with the challenge of improving customer service in the contact centre through a higher level of first call resolution and a decrease in call times whilst continually introducing new services. In addition, Medway also wanted to increase the efficiency of its staff training program for using information from back-office applications.

SmartPoint dashboards will now allow Medway's customer service officers (CSOs) to view customer information from multiple applications alongside their Onyx CRM application. SmartPoint is already delivering information from Medway's web-based social services database RAISE, and is about to add access to its housing database, Capita's Academy Housing, before integrating other back office applications in the near future.

"Before SmartPoint, it had not been possible to quickly access information from other systems such as social services and housing. The new integrated system enables our customer service officers to provide an enhanced, faster and more flexible service to customers because they can resolve enquiries about multiple departments," commented Martin Garlick, head of Customer First.

"Because SmartPoint proactively delivers the relevant data from different applications to the desktop, at precisely the right moment, customer service officers do not need to know how or where to find the information. It means our CSOs do not need to be trained on each individual system which significantly reduces our training costs and means that we don't need to purchase additional application licenses," concluded Martin.

"SmartPoint is continuing to gather momentum in the public sector - in fact Medway Council is our third local authority customer in Kent alone. With its proven flexibility to integrate numerous CRM systems with a multitude of back office public sector applications, SmartPoint is becoming the number one tool for providing call centres with a single view of the customer," said Peter Lusty, chief executive of SmartPoint Technologies.