Customer Relationship Management

Making the most of location

Local authorities are large users of CRM systems especially in their call centres and one-stop-shops. In most instances these are sophisticated forms based applications. We've integrated in a variety of ways whether enabling simple lookups via a UPRN (Unique Property Reference Number) to to Read/Write integration for fault reporting via our Logger module

Lagan Frontline

The first Logger integration was with the popular Lagan Frontline CRM which like iShare is web based. At Surrey Heath Borough Council, Customer Service Assistants in the Contact Centre and those working in back office departments such as Environmental Health can now utilise iShare’s mapping capabilities to locate incidents precisely from within Lagan.

Lagan can handle several incident types such as an abandoned car, graffiti, fly tipping, dog fouling, broken street lights, potholes, vandalism etc. The location of an abandoned car for example can be located on a map using the caller’s description, postcode or part of an address. The maps utilised can vary depending on what is available to the Local Authority. It could be OS MasterMap or aerial photography for example.

The Customer Service Assistant (CSA) identifies the caller and then asks for the location of the abandoned vehicle. A new Lagan case dialog box is filled in, once submitted the CSA is presented with a map centred on the reported location and is offered the option to locate the vehicle precisely by clicking on the map. The coordinates of the cursor’s position on the map or aerial photograph are captured. Behind the scenes the iShare web services pass the information via XML to Lagan as well as updating the Data Share database. Because Data Share keeps a record, CSAs can see whether the abandoned car has already been reported and can avoid duplication of the report.

OneServe

OneServe CRM is used at Cambridgeshire County Council and the iShare Logger module is fully integrated with their Highways reporting. Contact Centre operatives can use the system to locate assets such as Bridges and Adopted roads

SAP CRM

Running since 2007 within the Bath & North East Somerset call centre. Links made to iShare for the My House page specific to the CRM Team. These pages hold additional data that isn't necessarily available to the public.