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Home > News > London Borough of Camden get Smart in Customer Service Centre

London Borough of Camden get Smart in Customer Service Centre

Tuesday 21st December 2010, London, UK – London Borough of Camden (LBC) has chosen to implement SmartPoint in the Customer Service Centre, following a successful pilot partnership, which proved the value of adding contextual information to the desktop. The first phase of this innovative project delivers relevant information held within Northgate Housing and presents it clearly alongside the customer record of Lagan Frontline.

SmartPoint uses unique technology called Active Intelligence to understand how a Customer Service Officer (CSO) is helping a customer and delivers relevant information without the CSO needing to search other applications. LBC will now be using the SmartPoint Task Sidebar alongside Lagan Frontline case management software.

Without SmartPoint, the CSOs have to login and then navigate through the Northgate Housing software directly, searching through multiple records to seek the data they need. Importantly, the Active Intelligence technology removes this part of the process meaning the customer is served quickly and the CSO no longer needs to remember how to use several different applications. Using SmartPoint has reduced the average call handling time by 20%.

Alison Scragg, Head of Camden Customer Service Centre said “We’re really impressed with the flexibility SmartPoint gives us. The first phase is all about getting customer Housing information to our advisors fast, and presented in a way that can be quickly understood. Looking ahead, we plan to use SmartPoint to bring information from a multitude of other back office systems”.

Importantly, SmartPoint has been implemented at LBC within just a few months. In the future, technology will be intrinsic in enabling efficiencies to be gained whilst delivering a better service at a lower cost. Alison went on to say “Implementing SmartPoint in such a short space of time has been vital. The faster we can get software in and working to help customers, the faster we will see the tangible benefits. We already have a great solution in place and all the flexibility and control we need to develop its use further in the future”.

Read more about SmartPoint Local Government solutions.