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.
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.
Here we look at whether there is a definite channel shift happening within Local Authorities and Social Housing Organisations. We consider the benefits that channel shifting can afford to different types of orgnasiations with a growing number of customers, citizens, residents and tenants wanting to interact with organisations digitally.
In this article Meritec look at the potential impacts that poor or sub-standard customer service can have on a brands reputation and the moral of it's employees.
CRM stands for Customer Relationship Management and often refers to the system an organisation uses to record interactions with customers and analyse data. The purpose of a CRM is to collect data that can be used to better serve customers.
Customer relationship management (CRM) is of enormous significance to the public sector and has been for many years. CRM practice and related computer systems grew rapidly approaching the millennium and was then fuelled by massive investment during the e-government era which followed in the noughties. Customer services units developed apace and have been highly effective in channelling customer contact.