News : Wealden Implements Optevia for CRM
Sussex, England, Nov 12, 2015 -- Wealden District Council has upgraded its customer relationship management (CRM) system with the implementation of the Optevia Public Sector Essentials (OPSE) solution, integrating a set of features for local government into Microsoft Dynamics CRM. It includes and FAQ library to support contact centre staff with customer enquiries.
The project also involved importing more than 40,000 records and the redevelopment of business processes to release 35 events.
Vicki Burton, CRM lead at Wealen, said: "We wanted our contact centre staff to better handle and capture the queries the Council was receiving. Using OPSE, FAQs are handled entirely by the customer service team; for questions and answers that are not included in the library, the customer service team can create new FAQs on the fly. The FAQ library is also available through our online self-serve portal enabling our customers to answer their own queries."
The council is also using Optevia’s iHub engine to integrate CRM with its outsourced waste management provider, and using the CRM in its environmental health shared service with Rother District Council.
Posted by Veronica Silva Cusi, news correspondent
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Optevia is a Microsoft Dynamics CRM reseller and integrator, dedicated to the UK and Ireland’s public sector with a special focus on fire & rescue services, central government agencies and local authorities.
Published: Monday, November 16, 2015