1. Do you use Customer Relationship Management (CRM) in your main contract centre?
Devon County Council (DCC) does not use a CRM platform.
2. If so, what CRM do you use?
N/A.
3. If you don’t use a CRM, or you use multiple CRMs/Case Management Systems, what do you use for logging customer interactions and/or service requests? If it is service specific, please state which service.
MySCOMIS – This is not service specific. DCC use MySCOMIS to order/query IT equipment, systems access, etcetera.
4. Is your main CRM supported in-house or is its support managed under a third party contract?
N/A.
5. Is your main CRM used in other departments (other Council ‘back offices’/service teams)?
No.
6. Is your main CRM used across the council as a customer experience scoring tool?
No.
7. What do you use your main CRM for?
N/A.
8. What MI do you generate from your CRM?
N/A.
9. Does your main CRM link into other back-end systems?
N/A.
10. Does your main CRM have a knowledge base built in for advisers to access?
N/A.
11. If it doesn’t, what knowledge system do you use for your main contact centre?
N/A.