Windsor & Maidenhead replaces CRM with 'Amazon-style' platform
Royal Borough of Windsor & Maidenhead says that a replacement for its customer relationship management system – which it compares to Amazon – is set to make initial annual savings of £83,000.
The council has delivered a new customer service platform which automates back office processes and provides users with ‘real time’ tracking of their cases.
It purchased a system by supplier Jadu through the G-Cloud procurement framework.
Simon Fletcher, director of operations and customer services at the council, said: “After trying a few systems and speaking with our residents, we realised that it wasn't CRM we needed, it was something simpler and more real-time.”
“The Jadu CXM offering is simple for the council to deliver itself - and puts us in control of service transformation in an agile way.”
Windsor & Maidenhead has used the platform initially to implement its green waste subscription service which has 14,000 subscribers totalling more than £490,000 in revenues.
The council expects to save around £40,000 in administration costs in this service – the first to go live.
It intends to use the supplier’s Customer Experience Management system to replace its legacy CRM systems and e-forms, saving an expected further £43,000.
The services will be rolled out across services including missed bins, complaints, parking and planning in coming months.
Geoff Hill, cabinet member for customer & business services, including ICT said: “We want to deliver services that are digital by choice, not by default.
“Our services have to be so good that our residents prefer to use the digital channel.”
The product uses a case management system that provides real time chat and tracking for payments, cases and requests.
It also includes a MyAccount function allowing customers to access, pay-for and track services on different devices.
Ministry claims that MoU is a first-of-its-kind deal
Contract covers improvements to existing services and supporting migration for millions still claiming legacy benefits
Organisation has also made significant use of contractors
Department pursues FinOps practice via commercial agreement