GIS and CRM integration in a Local Authority Felicity Williamson Specialist (GIS)

Felicity Williamson

Specialist (GIS)

Agenda Requirements Set-up Challenges Risks Success contributors Benefits

Requirements

Set-up

Challenges

Risks

Success contributors

Benefits

Requirements Map embedded in the CRM interface Map navigation & zoom Address search Click on the map to identify problem location Pass location details to back-office systems Report a problem against an asset See the location of current problems Add to open call details Easy to use

Map embedded in the CRM interface

Map navigation & zoom

Address search

Click on the map to identify problem location

Pass location details to back-office systems

Report a problem against an asset

See the location of current problems

Add to open call details

Easy to use

Set-up Limited map tools Intranet mapping window embedded in the CRM interface Previous & Next CRM script buttons

Customisation – legend simplification Before After

Location information flow GIS X Back office system CRM Data copied from the map (X,Y coordinates, USRN, asset reference) From the back office system data copied to CRM (X,Y coordinates) Open calls map layer reads XY coordinate data in the CRM

Challenges Technical barriers Can the products be integrated? Commercial 3 rd party product information, support, communication between suppliers. Organisational Matching requirements to functionality Information ownership and maintenance Getting people to recognise the difference between ‘information’ and ‘systems’.

Technical barriers

Can the products be integrated?

Commercial

3 rd party product information, support, communication between suppliers.

Organisational

Matching requirements to functionality

Information ownership and maintenance

Getting people to recognise the difference between ‘information’ and ‘systems’.

Risks Integration – if one thing falls over everything falls over…..map by-pass option Accessibility Different data update cycles between systems Awareness of limitations of information

Integration – if one thing falls over everything falls over…..map by-pass option

Accessibility

Different data update cycles between systems

Awareness of limitations of information

Success contributors Scoping day involving suppliers Involving front and back office staff in the transformation process Selling the mapping to the trainer who in turn sells it to the users Keeping in touch with users to address any issues

Scoping day involving suppliers

Involving front and back office staff in the transformation process

Selling the mapping to the trainer who in turn sells it to the users

Keeping in touch with users to address any issues

Benefits Reduction in duplicate calls passed to the back office Improved location / asset information passed to back office Reduction in unproductive callouts for back office staff CRM users saving several minutes per call by using the map to record incident locations. Improved customer satisfaction resulting from better status information available for open incidents

Reduction in duplicate calls passed to the back office

Improved location / asset information passed to back office

Reduction in unproductive callouts for back office staff

CRM users saving several minutes per call by using the map to record incident locations.

Improved customer satisfaction resulting from better status information available for open incidents

Benefits Improved interaction between customer & CRM user A platform to develop the use of spatial information by other council services e.g. using GPS and GIS enabled mobile devices to more efficiently respond to incidents Option of spatial analysis on incident locations over time

Improved interaction between customer & CRM user

A platform to develop the use of spatial information by other council services e.g. using GPS and GIS enabled mobile devices to more efficiently respond to incidents

Option of spatial analysis on incident locations over time

Open calls - week 1 summary

‘ The integration of CRM and GIS has greatly improved the efficiency of the services we provide. The customer can be assured we have pinpointed the exact location of their report, and the back office specialist receives map coordinates in order to facilitate a site inspection. In addition, integration has saved time for customer service advisers, as it has eliminated the duplication of requests. Integration has therefore proved beneficial to customers and staff alike.’ Graham Turner Chief Executive Officer, North Somerset Council

‘ The integration of CRM and GIS has greatly improved the efficiency of the services we provide. The customer can be assured we have pinpointed the exact location of their report, and the back office specialist receives map coordinates in order to facilitate a site inspection. In addition, integration has saved time for customer service advisers, as it has eliminated the duplication of requests. Integration has therefore proved beneficial to customers and staff alike.’

Graham Turner

Chief Executive Officer, North Somerset Council

‘ GIS has really helped the team, as pinpointing locations for service requests is a key part of the role. Having a visual guide is a huge improvement on the previous method which relied on verbal descriptions, and I wouldn’t be without it.’ Mark Pakenham Contact Centre Team Leader, North Somerset Council

‘ GIS has really helped the team, as pinpointing locations for service requests is a key part of the role. Having a visual guide is a huge improvement on the previous method which relied on verbal descriptions, and I wouldn’t be without it.’

Mark Pakenham

Contact Centre Team Leader, North Somerset Council

Thank you [email_address] Specialist (GIS), Corporate ICT, North Somerset Council