Decision details

The Executive will be asked to consider proposals relating to the implementation of a new CRM system which will be the main IT system for, amongst other things, the logging and monitoring of services to and enquiries from customers, and be instrumental in delivering excellent customer services as part of the Council’s ‘One B&D’ programme

Received a report from the Corporate Director of Customer Services concerning proposals to implement the Customer Relationship Management (CRM) System.

Agreed , in order to assist the Council to achieve all of its Community Priorities

  (i)  that the existing Northgate CRM be replaced with a new CRM system:

  (ii)  to proceed with the selection of a Microsoft CRM implementation partner to implement Microsoft Dynamics CRM and associated interfaces;

  (iii)  to procure support for the CRM implementation and One B&D programme to maximise the transformational benefits of CRM and associated systems needed for the delivery of the One B&D vision and value for money;

  (iv)  that the Lead Member for Customer Services be involved in the procurement process and in the CRM implementation.