“The search screen built on top of Dynamics CRM enables customer services staff to very quickly and accurately find customers. This uses the powerful search capabilities of MultiVue...to trawl over 1 million customer records with sub-second responses"
(PRWEB UK) 11 September 2012
The London Boroughs of Newham, Havering and Waltham Forest have joined forces to deliver a joint ICT sharing programme that will reduce on-going support costs and share the costs of development and shared service options. An integral part of this initiative is to improve customer services, handle more enquiries at the first point of contact, introduce channel shifting, reduce the costs of service delivery and improve communications to citizens, businesses and staff.
The councils are all facing similar challenges in resolving the high cost of face to face meetings, and in the case of Newham’s Customer Access Programme, the council estimates that a face to face meeting costs them between £16-18. Another challenge for Newham is their diverse set of demographics with over 200 languages spoken and in some instances citizens in their systems had the same name, address and D.O.B making it almost impossible for anyone or any system to figure out if it was the same person.
Without understanding who the customer is and what services they receive, a Channel Shifting or self-service strategy is impossible and poor data quality with a lack of a single customer view (SCV) is a large part of the data challenge. With this in mind the boroughs selected MultiVue, the UK’s leading Local Government Customer Data Integration (CDI) solution. MultiVue is the key component that underpins the three boroughs Customer Service programmes by aggregating data from multiple systems such as Benefits, Education, Children/Adult Social Care, Libraries, Electoral Roll, Housing and Council Tax to provide the single view of customer identity information through Dynamics CRM. This allows staff to very quickly search and find citizens and benefits citizens in being able to access their services via the council’s own websites and make online enquiries.
Since launching the Customer Access Programme in the spring of 2011, MultiVue has helped Newham to bank £12.2m savings. Using MultiVue for the single customer view, duplicate creation in CRM has been reduced by 100-fold. There are now only 0.2% of duplicates in CRM meaning better, more targeted services to the right customer at the right time. A big part of this benefit is that the time to resolve an enquiry has been dramatically reduced with searches on customer data being much faster and resulting in the accurate view of data. In fact MultiVue has resulted in 85% of customers being found on the system first time. The time taken to find a customer has been reduced to 1/10th of the previous time, reducing queues at reception and on the telephone.
Lindsay Ross, Director of Marketing, UK said “Newham are well underway with their Customer Access Programme with Havering and Waltham Forest initially concentrating on CRM. A key tenet of this joint ICT sharing strategy is enabling the self-reliant citizen - to shift contact from face to face to online services. The cost savings from Channel Shifting are significant and it is recognised that many citizens find it an easier and more convenient way to communicate. In fact Newham have found that 38% of their online enquiries via their My Newham Portal are now outwith office hours.”
Shane Mills, Customer Access ICT Programme Manager for London Borough of Newham comments: “The search screen we built on top of Dynamics CRM enables customer services staff to very quickly and accurately find customers. This uses the powerful search capabilities of MultiVue to provide ranked results using just parts of, and in any order, names, addresses, DoB, etc., to trawl over 1 million customer records with which we are feeding the master citizen index, with a sub-second response-time.”
VisionWare is a Master Data Management (MDM) Company. MultiVue, their MDM solution enables organisations in the Public Sector and Healthcare and to create, maintain and leverage a single, trusted, shareable 'view of the truth' to support business improvement. MultiVue helps organizations to reduce costs, better manage risk, drive revenues and increase efficiencies by minimizing the time and expense associated with manual data cleansing and empowering users with accurate and current information for more informed and faster decision making.
VisionWare's customers span across Northern America and are the recognised leading MDM provider in UK Local Government with over 30% of local authorities using MultiVue. For the last 5 years VisionWare has achieved industry recognition in the Gartner Magic Quadrant for Master Data Management of Customer Data. Founded in 1993, VisionWare is headquartered in Glasgow, Scotland and has offices in Newton MA. For more information, visit http://www.visionwareplc.com