Decision details
Purchase Project Management resource business case development stage for the procurement of a new CRM system
Decision Maker: Acting director of adults and communities
Decision status: For Determination
Is Key decision?: No
Is subject to call in?: No
Purpose:
Microsoft Dynamics CRM 2011, the current
system used by the customer services team was implemented in 2011.
It is no longer supported by the supplier and it is no longer
possible to develop it to meet our changed and further changing
needs.
A project has been established to implement a replacement solution
which allows customers to log and monitor calls and requests both
in person, by phone and on the council’s website for
themselves and, where appropriate, on behalf of others. The
solution will:
- give the customer a consistent, quality experience regardless of
the channel
- allow in-house development which will easily respond to changing
demands
- provide a combined view of the customer across the
council’s departments and services – a
‘golden’ record
- enable monitoring and management of the contacts received from
start to completion
- will enable the analysis of trends and demand so that the council
can be proactive in offering services and be more timely in their
delivery.
It is therefore necessary to develop the Business Case for the
replacement system and Hoople will support us in delivering
this.
Contact: Paul Smith, Service Director - All Ages Commissioning Email: Paul.Smith@herefordshire.gov.uk Tel: 01432 261693.
Publication date: 19/07/2021
Date of decision: 15/07/2021
Accompanying Documents:
- Purchase of PM support for My Account CRM