Ten councils have saved £3.4m by implementing a single
Oracle CRM system to manage all their transactions with the
public.
The Staffordshire Connect partnership is run by the county
council, a unitary council and eight district councils. It saved
£3m by procuring a single Oracle 11i system and will save a further
£438,000 a year on running costs.
When all 10 councils have migrated their frontline services to
the CRM application at the end of the year, 80% of enquiries to the
council will be answered at the point of contact. Staffordshire
Connect's chairman, John Redfern, said, "Efficiency savings will
arise from discharging back-office staff from their duties."
Although the councils use the same CRM system, they currently
operate from separate customer contact centres. Staffordshire
Connect is now planning to procure a telephony system for use by
all 10 councils that could be used to set up a virtual call centre
to support the CRM system.
