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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 customer relationship manager (CRM) 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.
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.
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.
All the time-consuming processes will be automated and council staff will be able to work on tasks that keep customers informed and engaged.
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.
Integrates with other Datascape products and services as well as third-party applications, enabling the move toward smart cities and communities.
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.
