Cumbria based Allerdale Borough Council has boosted its customer service with a new system that gives staff instant online access to live information on council services. The system is the result of integration between the Council’s MAYRISE management systems and their citizen relationship management software (CRM). Allerdale uses MAYRISE to support a wide range of council provided services including waste management, grounds maintenance and environmental services.

By linking the MAYRISE back office systems to Front Office CRM from Northgate, staff in the Customer Service department can instantly access detailed service information and record service requests. MAYRISE systems are used by Allerdale to manage refuse collections, grounds maintenance, pest control, environmental wardens, recycling and street cleaning operations, reducing paperwork, improving the efficiency of service delivery and enabling the Council to monitor performance levels.

"MAYRISE is easy to use for both technical and non technical staff," said Margaret Heyes, Performance Officer at Allerdale Borough Council, "The systems enable us to manage the delivery of a range of services, improving efficiencies, service levels and performance reporting. The open format has greatly simplified the process of linking with our CRM and this provides a real boost to customer service."

Using standard web protocol MAYRISE back office systems are linked to the Council’s Front Office CRM from Northgate Information Solutions. This seamless, web enabled interface allows staff within the Council’s Customer Service Department to access up to date information improving service levels for citizens by answering many enquiries at the first point of contact.

"The interface between MAYRISE and Northgate enables staff within the Customer Service department to access up to date service information improving the quality of customer care as we are able to answer many enquiries at the first point of contact." Continued Margaret Heyes. "We are also maximising the use of valuable council resources by enabling our partners within the Environmental Partnership to have full access to MAYRISE providing a seamless back office process and allowing Customer Service staff to handle the majority of requests rather than specialised personnel."

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