Ashfield CRM Integration
Dotted Eyes has just deployed a ResponseMX application as part of Corporate GIS solution at Ashfield District Council. The project involved integration with Northgate’s FrontOffice CRM application, allowing customer service representatives to call an instance of ResponseMX to report abandoned cars and streetlight failures from information supplied by members of the public making inbound calls.
Once the location of the event is confirmed (either over the phone or by searching for an address using a BS7666 compliant gazetteer), the coordinates, id of an asset (e.g. streetlight) and a captured map image are all passed back into the CRM application, and ResponseMX closes down automatically. This will assist Ashfield District Council in improving the call response targets that have been set, as well as providing a high level of customer service for the general public. David Cleary, Ashfield GIS Technician has said “The CRM system is working fine and the Customer Services Manager has been showing it to the CRM Staff who can’t wait to use it.”
