Agenda item

CRM & Low Code Platform – Building Strong Foundations

Meeting of Executive, Thursday 14th April, 2022 10.00 am (Item 199.)

Decision:

RESOLVED:

(KEY DECISION)

That the Executive:

a) Approved the commencement of the procurement process to purchase and implement a single CRM system using a low code platform for North Northamptonshire Council.

b) Delegated authority to the Director of Transformation in consultation with the Executive Member for Finance, to take any further decisions and/or actions required to conclude this procurement, implement the system and deliver this project.

Reason for Recommendations – The Council will gain significant efficiencies from a single CRM system. It will enable Customer Services to move from five geographically separate teams to one single integrated team with a single view of our customers. Levels of customer service will be improved, and process efficiencies implemented.

Alternative Options Considered –

· Do nothing

· Expand one of the current CRM systems

· Procure a proprietary off the shelf CRM system

· Procure a ‘Lite’ CRM system

· Build a CRM system from Scratch

All of the alternative options shown above have been discounted as they do not provide an effective solution, for reasons set out in section 5 of the report.

Minutes:

The Chair, Cllr Jason Smithers welcomed Cllr Jim Hakewill to the meeting to address the Executive. Cllr Hakewill welcomed the proposed enhancements to the Council’s Customer Relationship Management (CRM) system and sought confirmation that this would be rolled out to community hubs when operational. Cllr Hakewill queried when face-to-face customer service provision would be re-established in Rothwell and other community libraries and referenced efficiency savings detailed within the report.

The Chair thanked Cllr Hakewill for his contribution before Cllr Lloyd Bunday, Executive Member for Finance and Transformation introduced a report that sought Executive approval to commence the procurement process for a single CRM system for the Council as the first part of the development of a North Northamptonshire Council low-code digital platform.

Cllr Bunday noted that the CRM procurement formed part of a larger holistic project to include a new telephony system that would not only provide an enhanced customer service experience, providing the Council with a greater understanding of the customer journey and requirements, but also deliver efficiency savings. Currently, four CRM systems were in operation at Corby, Kettering, One Angel Square and Thrapston, with Wellingborough not having a CRM. Of the four CRM systems in use, one would reach its end of life in 2023, one would reach end of contract in 2023 with the remainder on rolling contracts. It was noted that it was not possible to combine any of these systems without undertaking a full procurement process.

Details of the possible procurement options were outlined, with the meeting noting that the option to procure a CRM system operating a low code platform offered high flexibility allowing the Council to build upon and configure the system to meet specific needs and design it around its intended use

It was intended to deliver the system to at least part of Customer Services by end the of the current financial year and potentially unlock £250,000 of efficiency savings in the same period, with a further saving of £100,000 to be realised in 2023/24.

Cllrs Harrison, Brackenbury and Mercer spoke in support of the proposal, noting the vital importance of efficient and effective communication with customers.