`Explore how the right CRM can elevate public service - read success stories and unlock potential savings for your Council now'

In the realm of public services, the deployment of the right Customer Relationship Management (CRM) system is not just a technological upgrade; it's a pivotal step towards enhanced service delivery, transparency, and efficiency. As trusted experts in developing and providing a tailored CRM solution, IEG4 understands the challenges, demands and requirements faced by Councils within the UK.

The Necessity for Specialised CRM in Public Services

Public services are the backbone of our communities, providing essential support and resources to citizens and stakeholders. However, the complexity and diversity of these services demand a CRM system that is not only robust but also adaptable and future-proof to the changing needs and demands of public service delivery.

Many Councils still depend on in-house CRM solutions or, in some instances, function without any CRM system at all. While these approaches may have once been adequate, the growing need for transparency, accountability, and efficiency in public service delivery, alongside high expectations of user experience to mirror that achieved in the private sector is calling for a more advanced strategy. Many Councils are now grappling with challenges like outdated technology, integration issues, and strategies that do not align with their digital goals. These issues signal that they have outgrown their existing solutions, highlighting the need for a more modern and adaptable CRM system.

Expert Insights into CRM Benefits

A specialised CRM system for public services can offer several key advantages:

• Improved Service Delivery: Replace legacy systems by adopting a no-code and agile approach with tried and tested easy-to-use solutions, improving user experience and boosting staff morale.
• Enhanced Data Management & Reporting: Providing a single view across all back-office data silos and access to all online forms. This removes the need for multiple silos and eliminates un-harmonised data. Advanced reporting capabilities powered by Microsoft PowerBI gives insight to see and respond to channel shift and workload management.
• Rich Integration: Automate high-volume transactions, improve collaboration across services with multiple integrations pre-built to council back-office applications.
• Omni-Channel: It’s important to “go where your customers are”. Today’s customers are used to using platforms like WhatsApp, Facebook & SMS. IEG4’s seamless integrations with these channels helps customers avoid a barrier of creating yet another login with a Council system.

Authoritative Case Studies

IEG4's experience with numerous Councils across the UK demonstrates the transformative impact of a well-implemented CRM system. For instance, some Councils have seen phone calls into the Council reduced by up to 50% after implementing our CRM solution. Our recent Case Study highlights Southwark Council's success that since implementing our CRM solution, they have not only driven income generation and enhanced resident experiences but are also on target to achieve savings exceeding £500,000 over a four-year period.

These significant cost savings present a huge opportunity for Councils currently using CRM solutions that are less cost-effective, to reassess and optimise their approach. In addition, many of the enterprise CRMs being used by Councils need a huge amount of tailoring to work for a Council, meaning Councils only scratch the surface with these platforms, so much of the functionality isn't used.

Building Trust through Customisation

Understanding that each Council has unique needs, IEG4 emphasises the customisation of CRM systems. Our approach involves working closely with Councils to understand their specific challenges and objectives. This collaborative process ensures that the CRM solution not only integrates seamlessly with existing systems but also aligns with the Council's strategic goals.

Conclusion: Embracing Change for Better Public Service

The right CRM system is more than just a tool; it's a gateway to enhanced public service delivery. In an era where expectations for efficiency, transparency, and responsiveness are ever-increasing, adopting a tailored CRM solution is not just an option but a necessity for Councils.

IEG4 is committed to guiding and supporting Councils through this digital transformation with adaptable and future-proof CRM solutions.

If you would like more information, please contact us here.