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Cardiff’s Mayrise CRM connection adds to contact centre success |
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 Cardiff Council has implemented a MAYRISE street lighting management system that connects to a new Customer Relationship Management (CRM) developed by Cardiff in conjunction with Mitel Networks. Managing 50,000 calls a month from Cardiff residents, the contact centre can immediately access the latest information on services like street lighting so that agents can deal with calls straight away.
The MAYRISE integration allows call centre agents to immediately match reports of faults to a streetlight database and a location displayed on a map. CRM agents can quickly pinpoint fault locations, identifying the correct lighting column, and then determine whether the fault has already been reported or not.
Cardiff Council aim is to resolve 80% of calls at the first contact. "Our aim was to have a transaction at the first point of contact as this is much more efficient. However, it means arming agents with all the information they need. The XML integration of MAYRISE illustrates just how these links can work, giving agents immediate access to very specific information so they can deal with even the most diverse request" says Crispin O'Connell, Chief ICT Officer at Cardiff Council.
With a diversity of systems in use, Cardiff has faced a significant challenge developing such a multi-functional CRM. Developed by the Council in partnership with Mitel Networks, the CRM system provides very easy to use screens that act as a window to all the information agents need. Much back office integration has used XML, providing instant details to agents as they click onto different fields. The fact that the CRM is actually pulling information from different systems is invisible to these users making the whole solution very straightforward to use.
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