Planning for the future of CRM

Partners have been using the Oracle LG45 system since 2003 but a number of factors have now conspired to demand a consideration of alternatives. Firstly, the current CRM hosting agreement with Capula Ltd ends in 2013. However, partners have indicated a need to move to a new system before then.

Secondly, LG45 is no longer a market leader. Oracle now promotes an alternative product and, along with other leading suppliers, is introducing "cloud computing" CRM systems for local government. As a result, the partnership is looking to procure an up-to-date product and achieve considerable savings in annual running costs.

Accordingly, the partnership has run a series of workshops to:

• Obtain a clear picture of partners' customer access strategies
  
• Highlight similarities and differences in partners' short, medium and long-term aims
  
• Discuss preferences for new systems and any appetite for continuation of a partnership-wide system.

As a result of the workshops, a formal procurement process will start early next month (June). Arguments for continuing to have a shared system include the fact that it would establish a future-proofed foundation for combined services while joint procurement would achieve economies of scale.

Meanwhile, the partnership CRM team is busily delivering a six-month development plan to ensure that LG45 continues to add value for the remainder of its life. Recent developments include:

• Integration of CRM with GIS ESRI system, enabling service advisors to view service request locations on a map and then enter the request against the correct place.
  
• Live integration of CRM with BARTEC waste management system, enabling waste crews to pass real-time information to service advisors on issues including non presentation of bins for kerbside collection.