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Dacorum Borough Council Selects Talisma Multi-Channel CRM
Talisma(TM), a provider of Multi-channel CRM solutions, announced that after a successful three month pilot this summer, Talisma has been selected by Dacorum Borough Council to e-enable the services it provides to its customers. Talisma's Multi-channel CRM solution will support the council in meeting e-government targets of providing customers with a one-stop-shop for information by the end of 2005. Using Talisma, Dacorum Borough Council will integrate all of its communication systems to provide its customers access to a full range of council information, at any time, through a range of communication channels, including in person, self-service, email, chat, and phone.
Dacorum Borough Council provides a wide range of services for over 137,000 residents in the towns of Hemel Hempstead, Berkhamsted and Tring in the UK, and surrounding villages. The introduction of Talisma has accelerated the council's move towards e-enablement of its services with the goal of resolving 80 percent of inquiries at first contact before the e-government deadline of December 2005.
Using Talisma's Multi-channel CRM solution, officers at the council's newly created one-stop-shop contact center will have all the necessary information at their fingertips when customers contact them. This includes instant access to previous or ongoing inquiries, regardless of communication channel, as well as real-time information from other council systems that can drive first time resolution of inquiries. Additional features such as CTI (Computer Telephony Integration) and intelligent routing will ensure that inquiries reach the right person quickly and efficiently.
"Our customer service team handles in excess of 1,000 inquiries and requests from Borough residents each day. We selected Talisma's Multi-channel CRM solution to help us deliver a superior level of service to our customers and give them wider access to the council's resources in time for the e-government deadline," said Karen Tarbox, Head of Customer Service at Dacorum Borough Council.
"Our partnership with Dacorum Borough Council demonstrates Talisma's expertise in customer centric solutions for government entities. With Talisma, the council will be able to improve its service by introducing more services online and providing a truly citizen focused council. Our Multi-channel CRM solution can be implemented quickly and cost effectively by integrating existing legacy technologies, and can evolve as councils expand their services, allowing them to achieve e-government goals through minimal capital expenditure," said Craig Gordon, Managing Director of Talisma Europe.
Two key factors in the selection of Talisma by Dacorum Borough Council were Talisma's open architecture and ease of integration: "It was important that the system we chose would continue to expand with the needs of the council and could be managed effectively in-house," commented Judith Richardson, eGovernment Manager at Dacorum Borough Council. "Talisma's extensive Software Development Kit will allow our own in-house developers to continue to integrate council systems as the project progresses." 08.12.2004, Talisma
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