See how the new services that Salford City Council offer are built on a completely new concept of developing what the customer wanted and needs at the first point of contact. the Think Customer approach and an in-house built CRM system have enabled the council to build effective links with many partner agencies, who can now offer value-adding services to the 275,000 local citizens. The call centre has grown from 23 to 100+ FTE and offers flexible hours, home-working and a video link for viewing/printing documents and taking signatures.

Taken from Best Practice Guide 2007 – Professional Planning Forum


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