Authority Customer Request Management

A comprehensive web enabled customer service tool designed specifically for Local Government to operate within Council’s unique workflow and process requirements.

The Authority Customer Requests Management (CRM) application is designed to efficiently manage Council’s service requests allowing Customer Service Officers to deliver predictable response times in accord with Council’s service objectives.

Providing powerful access to the Authority core application database the system provides staff in both local and remote locations with uniform access to Council’s knowledge base for efficient resolution of customer action requests.

The Authority CRM application provides facilities to enable management of the full lifecycle of a customer request from initiation through to finalisation. Customer requests may be external communications with Council received via their front counter or by telephone. They may be paper-based communication received via the mail, customer initiated communications entered via Council’s web site or internal communications initiated by a Council employee or representative.

Authority CRM provides a single environment to manage all of these communications providing efficient customer service, easy access to all request information and powerful performance monitoring across all of Council’s operations.

Key Benefits

• Easy to use, intuitive and customisable entry forms facilitating relevant data capture and ensuring the highest level of service by reducing data capture times
• Category based definition of Council’s business rules and workflows ensuring consistent service levels
• Designed to operate with Authority’s core applications to ensure data accuracy and consistency for efficient resolution of requests
• Ability to monitor performance across all of Council’s operations to ensure productivity and service objectives are being met
• Designed to operate with document management applications to ensure all relevant documents and images are easily accessible
• Comprehensive management reporting highlighting response type, productivity and maintenance issues
• Managing six customer contact channels enabling all forms of communication, letter, email, phone, in person or internal to be controlled in a consistent and effective manner
• Allows the Public to communicate directly with Council Officers via the web site ensuring accurate descriptions of issues and a more timely & efficient delivery of services

To learn more about Authority CRM email info@civica.com.au or contact our National Sales Team.