Mayrise - Mayrise web connection boosts services to 120,000 Merseyside residents

Tuesday, 06 January 2009 | Home Page News Mayrise web connection boosts services to 120,000 Merseyside residents

Mayrise web connection boosts services to 120,000 Merseyside residents

Halton Borough Council is implementing a new Internet-linked call centre system that provides a single-point view of the council's 120,000 residents. Using MAYRISE VueNow web technology, the call centre is linked live to information on council services such as refuse collections, street cleansing, parks and street lighting.

Halton has implemented one-stop-shop centres in the neighbouring Merseyside towns of Runcorn and Widnes. The new Clarify CRM technology will help staff deal with the public efficiently and will enable real improvements to be made in customer satisfaction. Using XML, MAYRISE VueNow allows specific service data to be accessed instantly through two-way integration with back office MAYRISE management systems used in street lighting, refuse and cleansing, and ground maintenance.

As Halton’s contact centre advisors click on data entry fields, existing details such as status are shown immediately. Call details can be entered very quickly, updating the central database to alert departmental staff to any service requirements.

“A key part of our strategy has been to link all key back office systems so contact centre staff can immediately access key data needed to deal with incoming calls. Enquiries are dealt with more efficiently than with the traditional method of passing paper or sending e-mails to the back office” says Graham Kelly, Corporate Process Analysis Manager, Halton Borough Council.

The system is designed to provide a shop window for collecting data and filtering calls. Previously this work had to be handled by departmental service staff, but Halton determined that the vast majority of calls are general enquiries that can be either answered straight away or simply require key information to be gathered.

The Clarify CRM is being implemented with the help of system integrator Kainos. An important aspect of the data entry is that advisors automatically place information in the correct fields in the correct formats. Backed with on-line data validation, the accuracy and consistency of records is maintained and advisors can clean-up data as they go along.

”With these controls and ease of entry, we see real opportunities to extending the system into the mobile working environment. Home workers, field inspectors and engineers can then update records as part of a live, interactive service management system tied to the contact centre so our Direct Link Advisors are in touch with what is going on at street level” says Graham Kelly.