Local Gov IT: Epsom and Ewell Borough Council buys into Optevia CRM solution to support customer service improvements and reduce costs | Mantis Public Relations

Local Gov IT: Epsom and Ewell Borough Council buys into Optevia CRM solution to support customer service improvements and reduce costs

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Public sector CRM specialist, Optevia, have announced that Epsom and Ewell Borough Council has selected Microsoft Dynamics CRM and the Optevia Local Government Essentials (OLGE) to transform online and offline services, provide a faster service and an improved customer experience to the Borough’s 75,000 residents. Deployed by Optevia, the CRM solution will replace Epsom and Ewell’s current 11 year-old legacy Siebel system.

Epsom and Ewell selected Optevia after a competitive procurement process earlier this year. The Council, which is one of the only UK borough councils to be run by a Resident’s Association and not a political party, has a continuous focus on improving services to Residents. The Customer Services and ICT teams, at the Town Hall in Epsom, Surrey, are working with Optevia to implement a four-year customer service improvement strategy, focusing on ‘channel shift’, and enhancing web and phone capabilities to encourage customer self-service. The new CRM solution will be used by the Council’s dedicated customer service team and a variety of back-office staff, who will be able to service more customer requests and at a faster rate than has been possible to date.

The overall aim of the solution implementation is focused on customer service process re-engineering, with the objective of identifying efficiencies and business improvements to the current customer service process. This will eliminate duplication in service and data entry and streamline contact with the Council’s customers. The first phase of the system is due to be completed and go-live in early 2013. The project is being jointly led by Joy Stevens, head of customer services and Mark Lumley, head of ICT at Epsom and Ewell

“We selected Optevia because after reviewing their approach and methodology we found them to be agile, flexible, and most importantly, they had Local Government experience,” said Joy Stevens, head of customer services at Epsom and Ewell Borough Council. “We’re a Microsoft software using organisation, so it was very important for us to work with a provider that understood and could use this to our advantage. Optevia will work to customise Microsoft Dynamic CRM and build a system to meet our specific needs. We’re very much looking forward to reaching the first go-live project milestone early next year. “

“We’re particularly happy to be working with Epsom and Ewell, not least because of the Council’s wholehearted approach to customer service, but also because they have embraced our Local Government Essentials very firmly,” commented Optevia’s Managing Director Tim Vernon. “We focus on flexibility, but OLGE’s key feature is that its designed for challenges faced by local councils and therefore, we’re not starting from scratch. This means we can get right to the heart of the project quickly and the Borough and its residents will begin to see improvements faster.”

Optevia’s Local Government Essentials for Microsoft Dynamics CRM is the result of 8 years of development working alongside over 25 local authorities. Microsoft Dynamics CRM is already a world class CRM platform with extensive Customer Services capabilities. Optevia’s Local Government Essentials adds a wide array of local government specific features and processes designed to save our customers both time and money whilst also delivering best practice.

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