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


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, Acting Director for Adults and Communities Email: Tel: 01432 261693.

Publication date: 19/07/2021

Date of decision: 15/07/2021

Accompanying Documents:

  • Purchase of PM support for My Account CRM