CRM Integration - Integrating Revenues and Benefits System into CRM. Anne Marie Micallef

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1 CRM Integration - Integrating Revenues and Benefits System into CRM Anne Marie Micallef

2 About Kingston London Borough, South West London Population of 160,000 2,400 Employees

3 Services Provided Education Social Services Housing Environment Council Tax

4 Business Priorities Budget pressures Customer First Prevention Personalisation, choice and control Local settings Working with partners

5 Our Vision Single Point of Access - 80% of Customer contacts be dealt with at first point of contact. Single Version of the Truth Thin and Wide By 2011, contacting the Council will be much easier but no less friendly

Single Version of the Truth Thin and Wide By 2011,

6 Overview of the RBK Solution Public Front Office Back Office Contractors Council website CRM Scripting Tool Commerce Server MS CRM BizTal k 2005 SharePoin t 2007 Contracto r view ISIS (GIS) TALIS (Libraries) iworld (Council Tax) Anite (EDM)

Commerce Server MS CRM BizTal k 2005 SharePoin t 2007

7 May 2007 Council Tax officers had a six week backlog when dealing with enquiries. A request for Direct Debit form could take six weeks to be sent out. It then had to be filled in, any queries dealt with and then set up and actioned.

8 May 2007 Customer who had the best of intentions in wanting to pay by Direct Debit is in arrears. Council Revenue and Cash flow not good. Average waiting time on the telephone4-6 minutes Abandoned call rate Very High

9 Enter CRM CRM

10 Simple script integrated with iworld Public Front Office Back Office Contractors Council website Commerce Server CRM Scripting Tool MS CRM BizTal k 2005 SharePoin t 2007 Contracto r view ISIS (GIS) TALIS (Libraries) iworld (Council Tax) Anite (EDM)

Scripting Tool MS CRM BizTal k 2005 SharePoin t 2007

11 Simple Question What Council Tax band is my property in and how much is that band a year

16 Annual Billing scripts Annual Billing time weeks behind Annual Billing 2008 All requirements resolved in 48 hours!.

17 Another Simple script

21 A more complicated script

23 Anite and Northgate We use the Northgate Integrator to connect up the CRM Scripts to iworld, it uses web services. This allows us to interrogate directly iworld for account details etc. When a service request has been raised on CRM, its then sent electronically into Anite@Work where it kicks off a process in the workflow for the Council Tax team.

24 Using Knowledge Base Some items do not require a complete scripts or even for the agent to identify the customer. For example it is possible to use Knowledge Base to answer some queries

27 Call Backs However, if for any reason a customer is not happy with the explanation given an agent can request that some one more senior calls them back

29 Personalisation Being able to see if a customer has rang before about a matter is very important to us. Also we want to know if we have had a similar call from a property. We have therefore developed Customer and Property tabs. These have results in considerable benefits especially in our DES scripts as we know if an item has been reported before

32 Commerce Server There are still some people who want to speak to a person when making a payment Integration with CRM allows agents to take payments using an integration between CRM and Commerce Server. The screens look exactly the same as the payment screens we have on our website

37 Other integrations We have an integration with our mapping system which is helping to reduce our carbon foot print. We can see if a problem has been reported before Helps contractors and inspectors identify persistent problems.

39 Training One of the real benefits of CRM scripts is that CSRs require very little training. They do not need in depth knowledge of Council Tax After seeing two scripts our agents decided they didn t need to see more.

40 Summary CRM is a tool for Councils to deliver business value We ve demonstrated significant efficiency savings through the use of CRM RBK has adopted a fully integrated solution Scripting is essential for providing a wide range of complex services CRM has made a positive impact for our Customers.

41 Kingston s commitment In Kingston we are willing to share what we have developed in the Council Tax area and in other areas - DES (85 scripts), Smartcards and CCTV scripts Please contact Anne Marie Micallef annemarie.micallef@rbk.kingston.gov.uk

You Said, We Did! Quarter 2 (2013/14)

You Said, We Did! Quarter 2 (2013/14) You Said, Quarter 2 (2013/14) Contents 1. Improvements from Complaints 3-4 2. Improvements from Customer Insight 5 3. Improvements from Tenant Inspector Audits 6-7 Page 2 Improvements from Complaints Here