CRM Information

The request was successful.

Dear Blackburn with Darwen Borough Council,

Please can you provide the following information.

Who is your current CRM/ Customer services software supplier? (If you do not have a specific piece of software that manages your customer enquiries then please provide a brief outline of how these are managed including recording and resolution.)

When does their contract come to an end?

How long have you used this provider for, for this service?

What is the annual minimum contract value?

Yours faithfully,

Steve Roberts

Accesstoinformation, Blackburn with Darwen Borough Council

Dear Steve

Thank you for your request for information regarding CRM Solution (reference number 03283). Your request was received on the 17/05/2018 and I am dealing with it under the terms of the Freedom of Information Act 2000.
 
In some circumstances a fee may be payable and if that is the case, I will let you know. A fees notice will be issued to you, and you will be required to pay before we will proceed to deal with your request.
 
If you have any queries about this request, please contact Information Governance on 01254 585852. Alternatively, our email address is [Blackburn with Darwen Borough Council request email].  
 
Please remember to quote the reference number above in any future communications.
 
Kind Regards
 
Sarah Critchley
Information Governance
Email: [email address]
Tel: 01254 585226

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Accesstoinformation, Blackburn with Darwen Borough Council

1 Attachment

Dear Steve

Thank you for your request for information regarding CRM Solution (reference number 03283); please see our response below. If you have any queries regarding your request for information then please don't hesitate to contact us.

Who is your current CRM/ Customer services software supplier? (If you do not have a specific piece of software that manages your customer enquiries then please provide a brief outline of how these are managed including recording and resolution.)

Phoenix Software Ltd - Manages the telephone element of calls to the contact centre.
Civica Uk ltd - Used for the logging of issues

When does their contract come to an end?

Phoenix Software - 30/06/2019
Civica Uk Ltd - 30/12/2018

How long have you used this provider for, for this service?

Phoenix Software - since 01/07/2014
Civica Uk Ltd - since 07/06/2013

What is the annual minimum contract value?

Phoenix Software - £28,991
Civica Uk Ltd - £19,269

Please note that costs above do not just cover the contact centre but other services within the organisation as well.

If you are unhappy with the service you have received in relation to your request and wish to make a complaint or request a review of our decision, you should write to: Information Governance Manager, Information Governance, Blackburn with Darwen Borough Council, G Floor, Town Hall, Blackburn, Lancashire, BB1 7DY or email [Blackburn with Darwen Borough Council request email]

If you are not content with the outcome of your complaint, you may apply directly to the Information Commissioner for a decision. Generally, the ICO cannot make a decision unless you have exhausted the complaints procedure provided by the Council. The Information Commissioner can be contacted at: The Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Please find attached our 'have your say' feedback policy.

Kind Regards,

Heather Wolstenholme
Information Governance Officer
Email: [email address]
Tel: 01254 585651

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