Local authority first with Microsoft CRM

The Royal Borough of Kensington and Chelsea has become the first UK local authority to deploy Microsoft customer relationship...

The Royal Borough of Kensington and Chelsea has become the first UK local authority to deploy Microsoft customer relationship management software.

The council is using the latest version of Microsoft CRM 1.2, within the Directorate of Transportation and Highways, to handle postal, e-mail and telephone enquiries from the public relating to parking and clamping.

The CRM-based correspondence management system replaces a paper-based tracking and filing system. Letters coming into the department are scanned using the council's existing imaging system and allocated to one of 35 staff in the department.

Councillor David Campion, who chairs the computer and communications advisory group at Kensington and Chelsea, said the cost of system was relatively low compared to other council projects.

Among the benefits expected, according to Campion, is a reduction in the number of letters the council sends out and improvements to tracking enquiries from the public. "We will measure success by monitoring the time it takes to turnaround [a letter]," Campion said.

The department's IT set-up is Microsoft-based, with Dell PCs running Outlook and Office on Windows 2000 and Windows 2000-based Dell servers.

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