Redefining CRM
CXM 360
"Customer Experience Management (CXM) is CRM for the digital age"
Traditional CRM systems have been around a long time and are typically focussed on the internal benefits of managing relationships with customers. In fact, traditionally so much focus has been placed on the benefits to the organisation, that little consideration is given to the customer. Although its intentions are good, sometimes this can lead to customer frustration rather than an enhanced service. This is where Meritec’s CXM (Customer Experience Management) 360 is different – creating a platform which enables local authorities and housing associations to positively control the customer experience, whilst providing a complete 360-degree view of the customer.
Low Code Platform
CXM 360 is built upon Meritec’s low code digital platform meaning that it is flexible, scalable and will allow the system to grow and evolve it’s functionality in line with the evolution of the organisation, its clients, its processes and ever evolving technology trends.
Digital Transformation
CXM 360 is a major step for Local Authorities and Housing Associations towards digital transformation and as well as incorporating seamlessly and efficiently more modern-day digital channels, it still enables you to handle the traditional contact channels in a more efficient way which enhances the customer experience. Why have multiple systems duplicating information and effort when Meritec’s CXM 360 can join up all of your dots with a future-proofed digital solution?
CXM 360
Transforming your customer experience
CXM:360 will enable you to transform service delivery, dramatically reduce costs, enrich the customer experience, grow digital and mobile services, improve processes and join up existing disparate business systems. Meritec already works in partnership with a number of local authorities and housing associations to design, deliver and scale solutions as individual requirements change, in a highly secure and flexible environment.
Benefits
• Time and operational cost savings through improved workflow, reduced administration and automation
• Seamless end-to-end operation for customer fulfilment
• Real-time accurate data that assists management and teams to make better decisions
• Significant improvements in speeding up process transactions and cases
• Abundant management information
• Agility: the solution is designed to grow and change easily in line with the future needs of the organisation
• Provides customers with 24/7 self-service access to your organisation through preferred digital channel
• Lower software licence costs
• Full GDPR compliance
• No accidental duplication of data or processes
Features
• Developed specifically for local government and housing associations
• Underlying business rules engine can be configured to meet local requirements
• On-demand access to computing resources, storage and network capacity
• Seamless scalability
• Pay only for the functionality you require
• Predictable pricing for control and transparency
• Utilisation monitoring and management reporting
• Custom dashboards, reporting and query facilities
• Highest levels of security
• Mobility – moving work in real-time to the right person
• Accessibility – data presented in the right place in the preferred form
• Geographical information – all enquiries or inspections are map based
• Designed to work with traditional and digital channels (phone calls, web forms, social media, face-to-face and sms messages)
• All processes can be completely digital: end-to-end digital workflows
• Mobile working integration
• Built in document storage system
• Ready to integrate with other frontline and back-office systems (full authentication and authorisation)
Our customers
Testimonials
Keep doing what you are doing! Great team, great approach - approachable, professional and technically capable. Nothing is too much trouble. Looking forward to what we can achieve with the new platform as we progress into phase two.
Anna Bainbridge
Digital Transformation Manager,
Livin Housing
The Meritec Digital Platform 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 that enables true digital working and provides the facility to extend the digital experience as far and wide as the Council chooses.
Jill Baker
Business Manager - Customer Services
Newark & Sherwood District Council
Working very closely with Meritec helped us to implement an effective digital workflow to streamline and simplify our Waste Management processes. Introducing ESB has saved us significant time and effort, and we now have a platform to continue to build and improve our services going forward.
Andy Kirk
Business Manager: Waste, Litter and Recycling,
Newark and Sherwood District Council
We recognised the importance of partnering with a supplier such as Meritec, who shares our customer centric values and uses technology to push boundaries, creating digital experiences not typical of a housing provider.
Roslyn Littledyke
Head of CX & Service Improvement
Livin Housing
Meritec’s FOI module provides a user friendly platform for managing requests for information including those made under GDPPR/Data Protection legislation as well as the Freedom of Information Act and Environmental Information Regulations. The support offered by Meritec during the development and implementation stage allowed us to go live well within our original deadline, and the ongoing support since that time has been excellent.
David Clarke
Information Governance Officer
Newark & Sherwood Council
Our latest insights
25/08/2022
Understanding workflows is critical to effective digital transformation
Effective digital transformation makes life easier for customers, employees, suppliers and stakeholders. It speeds up processes, reduces errors and improves access to information.
But digital transformation can only be effective if it is designed with the needs of its users in mind, in line with how the organisation operates. That’s why understanding workflows is critical to the success of any digital transformation project.
09/05/2022
The impact good systems can have on staff morale
Most organisations recognise the benefits of having good systems in place for serving customers. A better customer experience means happier customers and fewer complaints. However, one of the often-overlooked benefits of having good systems is their impact on staff morale.
27/01/2022
The user interface and why it can make or break CRM integration
Meritec's Customer Experience Management software (CXM360) is a modern CRM for the digital age that allows Councils and Social Housing Associations to vastly improve the customer experience. Allowing data, contacts and requests for service to feed into the platform via multiple digital and non-digital channels whilst integrating with any number of back-office systems to allow advisors instant access to the data they need, when they need it without having to access multiple systems.
Ready to start your digital transformation?
Take the first step and arrange an initial chat and demo to explore how Meritec’s CXM 360 could help enhance your organisations digital transformation - and all the benefits that brings for your organisation, your customers, your staff and your brand reputation. Request a call back to get started.