Our solutions delivered ESB's unique digital services platform that provides the underpinning modern technologies and a digital business process design engine to radically enable transformation across the Council with a prime focus on "doing more for less faster" for the customer and the Council. The first iteration was to implement Meritec's CRM system. The system is easy to use, intuitive and integrated to other systems.
Meritec’s modern ESB CRM system enables effective customer digital experience management. Key Council requirements which
were readily fulfilled included: Complete synergy between My Account & the Customer Record: Easy access to historic transactions;
Immediate access to key citizen, business, partner, customer, landlord etc. information; General heightened customer experience.
The Council required a wide range of processes for handling customer service requests/ enquiries – available to the customer by
self-service or customer-assisted channels. All current e-forms were replaced to begin the digital journey. Waste Management was
identified as the first main area for development and an end-to-end digital service was configured and deployed.
“ESB provides a range of reporting and data mining methods for analysing the data within the system for insight
and knowledge. The system can integrate with other management information sources based on unique
referencing/common key e.g. address and name.
The Council has been able to terminate one or more cost streams by migrating to a more modern and cost
effective solution which enables true digital working and provides the facility to extend the digital experience as
far and wide as the Council chooses. ”