CRM Information

The request was successful.

Dear Burnley 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

FOI, Burnley Borough Council

Thank you for your enquiry. Your enquiry will now be assigned to the
relevant service unit, for an officer to respond directly to you.
 
Burnley Borough Council
Town Hall
Manchester Road
Burnley
BB11 9SA
FOI
FOI
Town Hall

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[1]Burnley Borough Council

[2]Burnley Borough Council [3]Burnley Investment [4]Burnley Borough
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Burnley Borough Council, Town Hall, Manchester Road, Burnley, Lancashire.
BB11 9SA

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FOI, Burnley Borough Council

Dear Steve,

Please see response below to your recent Freedom Of Information request.

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.)

Answer: Firmstep Achieve

When does their contract come to an end?

Answer: renewed annually

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

Answer: 5 years

What is the annual minimum contract value?

Answer - Our partner Liberata UK Ltd provide this service for us and this question is commercially sensitive

Regards,

Claudia Wilcock
Governance, Law & Regulation
Town Hall, Manchester Road
Burnley BB11 9SA
Tel: 01282 425011

You may, if dissatisfied with the treatment of your request, ask the council to conduct a review of its decision under the council's complaints procedure. The review will be carried out by someone who has not been involved in dealing with your request for information. Please e-mail or write if you would like a review.
If, following the review, you remain dissatisfied with the council's treatment of your request then you may take your complaint to the Information Commissioner at Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

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Dear FOI,

Thank you for your response.

How ever I feel that as a public body funded by the taxpayer it is in the interest of the tax payer to know how much is being spent on this and i refer you to ICO decision notice FS50296349. Where the ICO decided it was in the public interest to publish commercially sensitive information.

There for given a precedent has already been set by the ICO i look forward to receiving the breakdown of the costs.

Yours sincerely,

Steve Roberts

Mollie Wiggin, Burnley Borough Council

Dear Steve,

The costs for CRM are £13,320.00.

I hope this now answers all of your questions.

You may, if dissatisfied with the treatment of your request, ask the council to conduct a review of its decision under the council's complaints procedure. The review will be carried out by someone who has not been involved in dealing with your request for information. Please e-mail or write if you would like a review.
If, following the review, you remain dissatisfied with the council's treatment of your request then you may take your complaint to the Information Commissioner at Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Kind regards, Mollie Wiggin.

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