Graham Technology delivers advanced complaints handling capabilities
Graham Technology, a provider of customer-oriented business software and services, today announced that it has successfully deployed the first phase of a ciboodle-based customer service platform at Falkirk Council.
With ciboodle now in place, Graham Technology has provided Falkirk Council with an advanced complaints management system, which provides the council with the ability to monitor the volume, type and status of complaints. The system has already resulted in improved co-ordination and access to information.
Falkirk Council is a unitary authority providing all local government services for the Falkirk area in central Scotland. Covering 112 square miles, it has a workforce of 7,000 and serves a population of around 145,000.
“Addressing the handling of complaints was very much at the forefront of our objectives as it is an area where our citizens expect efficiency and responsiveness,” said Fiona Campbell, Head of Policy and Performance Review at Falkirk Council. “ciboodle allows us to improve this area of our business, while laying the foundations to apply the platform to all customer service areas over time.”
The complaints handling system is only the first step in an ongoing project designed to meet the Scottish Government’s Modernising Government initiative, which recommends that 80% of core service requests by citizens be dealt with at the first point of contact.
The next phases of deployment will eventually see ciboodle applied to all customer-facing areas of the council and will provide staff with a single, centralised view of the customer across all services, be it council tax, roads or freedom of information queries.
“Falkirk Council’s goal of applying a process-based approach to solving business problems meshes exactly with Graham Technology’s vision,” said Murray Farquharson, Account Director at Graham Technology. “We are delighted to have successfully delivered the first phase of the ciboodle solution and look forward to continuing to work with the council to capitalise on the strong CRM platform that has now been established.”
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