Felicity Williamson: GIS and CRM integration in a Local Authority
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The document discusses the integration of a local authority's GIS and CRM systems to improve efficiency. Key points: 1) The CRM interface was modified to embed an interactive map to allow customers to report issues via clickable locations and pass coordinates to back-office teams. 2) Setting up the integration required customizing the map tools and adding CRM scripting buttons for navigation. Location data is copied between the GIS, CRM and back-office systems. 3) The integration has led to benefits like reduced duplicate issues, improved location data for teams, and time savings for customer service advisers of several minutes per call.
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Felicity Williamson: GIS and CRM integration in a Local Authority
- 1. GIS and CRM integration in a Local Authority Felicity Williamson Specialist (GIS)
- 2. Agenda Requirements Set-up Challenges Risks Success contributors Benefits
- 3. 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
- 4. Set-up Limited map tools Intranet mapping window embedded in the CRM interface Previous & Next CRM script buttons
- 5. Customisation – legend simplification Before After
- 6. 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
- 7. 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’.
- 8. 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
- 9. 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
- 10. 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
- 11. 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
- 12. Open calls - week 1 summary
- 13. ‘ 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
- 14. ‘ 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
- 15. Thank you [email_address] Specialist (GIS), Corporate ICT, North Somerset Council
Editor's Notes
- #13: Map showing open calls the end of the week after go-live. Every single type of script that uses the mapping was represented.