Achiever CRM helps Surrey County Council create a customer-centric Shared Services solution

UK-based CRM software developer, Achiever Software, has worked in close partnership with Surrey County Council to create a centralised solution designed to capture and manage incoming enquiries across the multiple teams that make up the Shared Services Centre.

Surrey County Council and Achiever Software have worked very closely to develop a solution specifically designed for use in local government shared service centres.

"Achiever SSC enables us to develop a clear business strategy focused on continuous improvement and based on accurate, real time information." explains Sergio Sgambellone, Service & Relationship & Performance Group Manager, Surrey County Council.

Lisa Chick, Relationship Manager, Achiever Software added "we were very pleased to be able to work with Surrey County Council not just to deliver a solution but to help develop their Shared Service strategy and benchmarking process".

Each disparate team has its own individual objectives, reporting mechanisms and business processes. Consolidating these requirements into one application whilst ensuring enquiries are processed in a consistent and efficient manner was critical to ensuring project success. In addition, sophisticated data security permissions were required by Surrey to ensure only authorised users had access to sensitive information such as personnel records.

Integration with Aspect's Communications' telephony system Uniphi and with Surrey's existing Lotus Notes email application means incoming enquiries are processed promptly allowing Surrey to become more responsive to customer needs. Achiever's workflow functionality allows Surrey to take a more pro-active approach to customer service by ensuring all enquiries are followed up in accordance with agreed Service Level Agreements (SLA's).

Sergio Sgambellone explains "Achiever has allowed us to standardise processes, streamline operation, whilst strengthening integration and collaboration, and ultimately delivering ever improving customer service"

Achiever is already helping Surrey's Shared Service Centre identify, measure and improve on benchmarks including

Surrey County Council now has a solution that meets the sophisticated and complex requirement of its Shared Service Centre. The Council is able to push information throughout the business and make sure it consistently has end-to-end visibility of an enquiry. The Council is able to report at all stages in the enquiry management process.

Due to its flexibility that allows it to be adapted as business requirements evolve and rolled out to other departments, Achiever has also be very successfully implemented in the Surrey Contact Centre with additional phases and rollouts to other functional areas currently being planned.

Surrey County Council's ground-breaking Shared Service Centre (SSC) has recently been voted the best new Shared Service Organisation in Europe - beating off competition from major private sector firms including electronics giant Philips and news agency Reuters.

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About Achiever Founded in 1992, Achiever Software is a UK-based Customer Relationship Management (CRM) solutions developer that has extensive experience of implementing Corporate Information Management solutions in the Private and Public sector. Achiever's innovative partnership approach to the delivery and implementation of the Achiever Anyware application in relation to CRM, Shared Services, Customer Services and Contact Centres, facilitates the creation of a solution that suits the unique business process and data requirements of each customer. Achiever's strong integration capabilities allow it to link with and maximise the benefits of a customer's existing business systems to create a complete solution and improve visibility of information, increase productivity, and reduce duplication of information.

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View Achiever Public Sector Help Desk (.pdf)