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Colchester Borough Council
"I would thoroughly recommend other local authorities looking into the benefits of installing these products."
Phil Pettit
Corporate ICT Programme Manager
"Time and Reason" Recording Software
The problem the council identified was that information on the queries that people were coming to the council offices regarding was not being recorded and people were not being routed to the relevant assistant.
Motive Technology built an administration system that is used to uniquely identify and log visitors to the councils ‘customer centre’. Each visitor is allocated a number and information is collated regarding the visit, the waiting customer service personnel can then immediately see what the member of the public needs is and prepare information accordingly.
It not only enables the relevant officer to prepare for the appointment punctually to conduct the meeting effectively but to electronically record outcomes and to provide effective follow up activity.
An extension of this system can also record the time the representative takes on dealing with the issues and the resulting reports will enable the management of the centre to help curtail these enquiries efficiently at the point the public come to reception.
Intranet
Language: ASP
Database: Microsoft SQL Server 2000+
Topology: LAN
Touch Screen
Language: c#.net + webservice (not touch4)
Database: Microsoft SQL Server 2000+
Topology: LAN
Click here if you wish to speak to someone regarding Time & Reason.
Motive Technology are one of the few companies in the UK to have successfully integrated to CallPlus, a complete multi application contact centre, used by nearly 70 local authorities.
