Digitising manual processes
Rutland County Council (RCC) needed a CRM solution to replace their manual back office processes for waste management and generic query/complaint services to residents.
The previous process had no workflow and their staff did not have a standardised way of following up on requests.
RCC chose Salesforce Service Cloud as their strategic platform to support the running of their customer service centre. They chose BrightGen to deliver the solution, with training to ensure that staff provide consistent information and responses.
BrightGen implemented Service Cloud in six weeks. Important aspects to include for RCC were: