When your customers make contact, by telephone or in person, the people in your front office represent your whole organisation. For most customers this will be their first point of contact with your organisation, so the treatment they receive will determine their impression of your services.
Effective and efficient communication is not just the focus of the ‘Tell Us Once’ campaign, it can improve your performance against local government performance indicator “NI14: avoidable contact”. Capita Software Services’ front office solutions improve efficiency by giving staff access to the right customer information at the right time. This is essential for a swift and accurate response.
Specialised, fully integrated, CRM solutions
Capita’s Customer Relationship Management (CRM) solution gives you a holistic customer view, plus access to a variety of specialised enquiry forms. It integrates with a variety of back office systems, reducing the need to re-key information or transfer enquiries to other areas. This speeds up response time and has a direct effect on NI14 performance. You can monitor improved performance using specialist reports available from Capita’s CRM.
Our Integration Portal allows users of Capita Revenues and Benefits and Capita Housing to access and update key databases in real time. This integration of the core database with CRM functions helps your front office staff resolve more issues at the first attempt. It also prevents unnecessary duplication of effort and re-keying of collected information.