Mayrise Systems has developed a link to Oracle CRM (Customer Relationship Management) as part of a major corporate customer service system being implemented at the Vale of Glamorgan Council. The web-based development allows easy connection between MAYRISE local authority management systems and any Oracle CRM installation.

The Vale of Glamorgan is implementing a comprehensive e-business suite from Oracle with the CRM and MAYRISE integration forming part of a Business Process Reengineering (BPR) to improve call handling, increase efficiency and reduce resource wastage. As well as a new customer service centre new drop in facilities offering face to face help will also be live linked over the web giving online access to customer and service information and a comprehensive Knowledge Database as part of the Contact OneVale service.

The MAYRISE integration represents the first phase of a CRM implementation. It will allow customer service representatives to live access and update street lighting information held in MAYRISE whilst handling calls, with online mapping allowing caller locations to be pinpointed and assets easily identified. Other systems integration will follow to eventually provide access to all of the council’s services.

Contact OneVale aims to boost the most visible services by offering customers one telephone number, extended business hours and a service that aims to answer 80 percent of calls within 20 seconds. Armed with live service information and the knowledge database, Customer Service Representatives are equipped to handle virtually all calls first time.

Keith Jones, Operational Manager Highways said that the Vale of Glamorgan was proud of its Street Lighting Service and he was keen to ensure the residents and visitors to the Vale have a continually improving service.

"For the first time the council is going to have total management control over customer service. With information being continually collected we will quickly build a very clear picture of service demand and delivery. We will be able to hone and improve services based on real and very up to date information" says Tony Curliss, Operations Manager - Customer Relations, Vale of Glamorgan Council.

Enquiries to Mark Clarke at Mayrise Systems: Tel. +44 (0)1453 827 400