Blyth Valley gets closer to it’s communities with MAYRISE CRM integration

Blyth Valley Council will boost its customer services through access to up-to-the-minute service information and maps at front line customer service centres.  The development is the result of integration between MAYRISE^TM Management Systems and a Northgate CRM.

Located on the Northumberland coast, Blyth Valley was recently awarded Beacon Council status for ‘Getting closer to communities’.  It has a number of public access centres, which will include three “One Stop Shops” and a central Contact Centre; these receive 1,500 enquiries a week covering a wide range of council services.

By integrating the MAYRISE solutions with the Council’s CRM from Northgate Information Solutions it is expected that customer service levels will be improved by enabling Customer Service Officers to instantly access accurate, up to date information.  This will allow more queries to be handled straight away.

With residents calling to report a faulty street light, for example, the exact location of the unit can be verified by desktop access to mapping with MAYRISE MapNow^®, the instant map-to-view software.  The Customer Service Officer also has direct access to the Street Lighting database so they can identify and locate the faulty unit by its unique asset number. They can then quickly check to see if this fault has already been reported, in which case they can provide a status update, or if this is a new fault they can automatically generate a work order for the fault to be investigated.

“By providing our Customer Service Officers with up to date information at their finger tips they can increase the number of enquiries which are resolved at the first point of contact. This enables us to concentrate on what we do best, which is providing the highest quality services to our residents.” says Steve Wilson, Assistant Head of StreetCare.

The MAYRISE Management Systems were implemented within the Council’s StreetCare Services Unit last year and include applications for street lighting, refuse collections, highways maintenance, street cleansing and grounds maintenance. “MAYRISE has already enabled us to analyse in detail our performance in many of our service areas. Measuring performance against resource allocation is helping us to target those limited resources on less well performing areas of service delivery, to achieve continuous improvement across the full range of StreetCare services in Blyth Valley” comments Steve Wilson.

Editor enquiries and photographs, call Robert Peel on 01666 823306

www.mayrise.co.uk