Macfarlane, Lagan Provide VoIP, CRM Help In Scotland

By David Sims

TMCnet Contributing Editor

 

Argyll and Bute Council has created a virtual Customer Service Center function that enables Council advisors to work from offices distributed throughout the mainland and islands, while having access to common technologies and resources.

The Customer Service Center is powered by Macfarlane CallPlus contact center technology embedded within a new Cisco IP infrastructure. CallPlus is also integrated with Lagan Frontline CRM software, with the intention that relevant customer and Council information can be passed to advisors as calls are answered in order to deliver "one and done at first point of contact" service.

The virtual Customer Service Center went live in June 2007. In the initial phase of deployment, Council Tax queries are being handled at a single Center in Campbeltown - with a team of 4 Council Tax Advisors handling around 7-800 customer calls a week. Within months, the operation is likely to be many times bigger and operating on a multi-site basis.

Advisors use technology integration between the Council's Lagan Frontline CRM software and Northgate SX3 Council Tax system that enables them to change customer records without the need for double entry. It is the first time this type of system integration has been achieved in a Scottish Council.

The process of technology-enabling the new Customer Service Center started in February 2007. The Lagan Frontline software was installed and fully integrated with the Council's Northgate Council Tax system and Civica (formerly Comino) Workflow and Electronic Document Management software by April 2007. The installation of the Council's Cisco IP infrastructure followed, with the Macfarlane CallPlus contact center being integrated into this set-up shortly after.

 

The Council is already using VoIP telephony at three council locations and plans to extend this number over time.

 

In May industry observer Julian Goldsmith reported a partnership of ten local authorities in Staffordshire, England" has saved millions by consolidating its procurement processes."

 

Staffordshire Connects -- a joint venture focused around providing customer services, Goldsmith says -- has "invested in contact center and customer relationship management technology on behalf of the local authorities from Macfarlane Telesystems, reaping an initial saving of £1.8 million by buying together."

 

He notes that up to £1.4 million per year "will also be saved on joint maintenance and operational costs, once the CRM system is able to resolve 80 per cent of service requests at the first point of contact."

 

One of the leaders of the group, Stoke-on-Trent City Council, has already seen a return on their investment, managing to reach a first-time-resolution rate of 85 per cent.

 

A couple years ago Macfarlane Telesystems and Lagan announced the integration of Macfarlane's CallPlus Computer Telephony Integration (CTI) and telephony product with Lagan's Frontline Customer Relationship Management (CRM) software to create new advanced functions for contact center and customer service staff.

 

The new product was implemented by several local authorities including Salisbury, South Hams and North Kesteven District Councils, and Lancaster City Council.

 

The Macfarlane/ Lagan integration meant that Lagan Frontline CRM users, typically customer service advisors, could control a broad range of CTI (News - Alert) and telephone functions, from inbound call control to screen-based dialing, messaging, conference calling and on-demand call recording, using a telephony toolbar embedded within Frontline itself.