SmartPoint Revolutionises Canterbury City Council Call Centre

In moving to the latest release of the Northgate Front Office CRM application the council was faced with the challenge of finding an information delivery solution that would work with the current CRM system, be easy to implement, simple to use and would also reduce training time.

SmartPoint dashboards will provide the customer service advisers (CSAs) with a single, immediate view of relevant information from across back-office systems. This will help the call centre to provide an enhanced, faster and more flexible service to customers.

Canterbury has secured an initial 30-user license from SmartPoint. Installation has been completed and integration to the council's revenues, benefits and housing systems will be completed and operational within the month.

"The contract with Canterbury strengthens SmartPoint's position as a leading integration technology provider to the public sector. It also demonstrates our flexibility to work seamlessly with various CRM applications such as Northgate Front Office, Microsoft CRM, Oracle LG45 and Lynx Aspire." said Chris Thomason, Sales Director, SmartPoint Technologies.

"We are very impressed with just how quickly SmartPoint has been able to deliver our required solution. Our CSAs now get the information they need, from each back-office application, just when they need it. Training for CSAs can now concentrate on how to use information rather than how and where to locate it within each back-office system, as a result training that used to take hours can now be delivered in a matter of minutes," said Cathy Eastwood, Call Centre Manager at Canterbury City Council.

"By increasing the speed at which our users get the information they need and reducing the time spent training on different systems, we ensure they are more effective, more quickly. At the end of the day we simply want to provide our customers with the highest quality service we can and SmartPoint helps us do that."