Belfast, Northern Ireland -- The London Borough of Brent is deploying Lagan Enterprise Case Management to manage and record calls from its own staff in an initiative which is giving the council greater insight into the volume and types of HR-related calls handled. The sophisticated solution, which took just a few weeks to set up, replaces a series of basic spreadsheets which then had to be merged manually.
Ayo George CRM Systems Manager of London Borough of Brent says: “Employees acting as the first point of call for HR enquiries were keen to have a system of automatic reporting in place. Statistics are now generated in minutes rather than days. By leveraging the existing tool, we were able to get the system up and running extremely quickly, and the total cost was less that the procurement costs alone if we had opted for an alternative, specialised system. This demonstrates the flexibility of the Lagan solution, and our next step will be to look at other opportunities for further deployment.”
London Borough of Brent now has detailed information regarding the reason for inbound calls, call volume patterns and the time taken to respond to enquiries at its fingertips. The capacity to demonstrate the high volume of calls being handled has helped to safeguard the future of the team, which now has concrete reporting to support its activities.
Brent first took the decision to adopt the Lagan Enterprise Case Management solution in November 2007, becoming Lagan’s 100th local government customer.