Smiling customer service representative with headset using computer at desk

CRM

CRM transforms the way councils and communities connect, work and engage.

Transform the way councils and communities connect, work and engage.

Traditionally councils have focused on managing services that have largely been managed via call centres, front desk or email, and within back-office software not accessible to anyone other than the council staff. While managing services is still important, modern councils talk about needing to become more customer focused. Customer focus can mean ensuring a customer receives consistent and efficient conversations with councils that are continued, and not restarted, when interactions occur, and ensuring staff have access to the information they need to make decisions more effectively .

Datascape’s CRM (customer relationship manager) is designed to help councils provide visible service improvement by being at the heart of connecting people, processes and knowledge across their communities and staff.

It provides a central place to hold all relationships and communications with the community, ensures the right teams are notified quickly to action community issues, and simplifies and automates staff processes. This enables both quality interactions with the community and ensures adherence to quality standards for councils.

The information captured automatically through Datascape CRM provides useful insights to where councils may need to provide additional services and improve community communications. It also identifies potentials for internal efficiency strategies.

Being service based and therefore providing a real point of difference to other sales-based solutions, Datascape CRM is fit for purpose without significant customisation required. As a solution built for the cloud, we are agile and can incorporate new and exciting technologies into the platform quickly and with confidence.

Sign in to Datascape
Datascape easy access.
All information in one place
Sustainable council processes
Built for the cloud
Seamless integration
Light Blue tick icon
All information in one place

All service requests, issues or feedback from the community can be viewed in one place. Your team will have visibility of the information held about customers, requests and interactions at hand.

A circle with an 'i' inside
All information in one place
Light Blue tick icon

All information in one place

All service requests, issues or feedback from the community can be viewed in one place. Your team will have visibility of the information held about customers, requests and interactions at hand.

Sustainable council processes

Sustainable council processes

All the time-consuming processes will be automated and council staff will be able to work on tasks that keep customers informed and engaged.

Built for the cloud

Built for the cloud

Datascape CRM is a web-based platform you can access from anywhere with an internet connection. It is scalable, uses minimal bandwidth, and integrates with many solutions and devices. Staff can access critical information on any device.

Seamless integration

Seamless integration

Integrates with other Datascape products and services as well as third-party applications, enabling the move toward smart cities and communities.

Product features

  • Notifications icon
    Notifications
    Send notifications to customers via Datascape CRM. Easily notify the community with important information regarding council services.
  • Customers at a glance icon
    Customers at a glance
    See information relating to a customer including service requests, interactions, communication preferences and linked or related information from other systems.
  • Automation and workflows icon
    Automation and workflows
    Automate the management of escalations, performance against service-level agreements (SLAs) and communications regarding a service request.
  • Dashboards icon
    Dashboards
    Visual dashboards help you monitor the current status of the customer services team. Use KanBan boards, maps, charts, graphs and limitless views of the customer and service request data.
  • Integration icon
    Integration
    Built on a cloud platform, it can integrate with existing solutions provided within the Datascape suite, like Antenno or community portal, or with social media, email, SMS and third-party solutions.

CRM enables your business to easily manage customers.

Datascape CRM manages your customer's experience from the identification of an issue, complaint or service request. It integrates with the Antenno mobile application and community portal online forms, and it enables tracking of service requests within the community customer portal.

Because customers are able to self-serve, and the workflows automate the management of requests, council staff can focus on providing more sustainable services while keeping customers informed and engaged.

All interactions with the customer are stored within Datascape CRM, enabling a full history for  a customer's reference and for better understanding of customers' needs.

A smiling customer service representative using CRM tools

Certifications

Frequently asked questions

What is the benefit of the Datascape CRM as a member of the council?

  • Easily notify the community with important information regarding council services.
  • Automate the complete end-to-end process of management incoming service requests through council efficiently via workflow.
  • Perform field services assessments, reports, checklists using a mobile device relating to service requests. Either online or offline.
  • • Automate the management of escalations, performance against SLA’s and communications regarding a service request.
  • View information relating to a customer

What can I do as a member of the community with access to the Datascape CRM?

  • Raise issues, complaints, feedback with council from anywhere via mobile device, home/work PC, SMS, email, social platforms and still by the traditional methods of phone, front desk or elected members.
  • Receive council-related notifications about topics and places you care about, view information about recent council interactions, receive notifications and check service request statuses, make a council payment.

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