Workshop F: Channel Shift
- Why CRM plus some portals and apps are not enough
Andrew Nicholson, Marketing Manager, Asidua (GB) Ltd & Rob Verity, Business Productivity Specialist, Microsoft Ltd
Asidua will demonstrate how a best practice, Service-Oriented-Architecture (SoA) based approach to integrated customer services and fulfilment delivers improved and extended citizen services at a lower cost. Andrew will show how Asidua's 'Customer Contact Platform' (CCP), which is a leading implementation of Microsoft's Connected Government Framework, takes a CRM agnostic approach, one that is integration and service-centric, rather than CRM-centric. Andrew will describing how it is use in various Local Authorities, as well as the Police and other public sector organisations. This approach delivers consistent and optimized service levels across a variety of platforms, encouraging self-service and channel shift, getting things right first time and resolved on first contact wherever possible. It also provides online citizen account management and a single view of the citizen.