CRM, self-service portal and customer service software for UK councils
Effective communication and customer service are essential for local councils to meet the growing expectations of citizens. With the increasing demand for quick, transparent and accessible services, councils need to enhance their ability to manage citizen interactions, track service requests and deliver solutions efficiently. Customer Relationship Management (CRM) systems, self-service portals and service desk solutions are pivotal in helping councils manage these tasks effectively.
At My Council Services, we provide tailored CRM solutions for local councils, combined with self-service portals and a comprehensive service desk platform. Our integrated software suite empowers local authorities to deliver exceptional customer service while improving operational efficiency and reducing costs.
Challenges UK councils face in managing citizen relationships
At My Council Services, we understand the unique challenges faced by UK councils in managing citizen interactions and service requests. Our comprehensive CRM, Self-service Portal and Customer Service Software are specifically designed to address these challenges, providing a modern approach that streamlines communication, enhances responsiveness and empowers councils to deliver efficient, citizen-centric services. Managing citizen relationships and providing efficient services presents several challenges for UK councils:
High volume of requests
Councils often deal with a large number of service requests and inquiries, which can overwhelm traditional customer service teams and lead to delays or errors.
Lack of integration
Many councils use disconnected systems, which can result in fragmented information, poor data visibility and inefficiencies in handling citizen requests.
Lack of integration
Many councils use disconnected systems, which can result in fragmented information, poor data visibility and inefficiencies in handling citizen requests.
Citizen expectations
Citizens expect timely responses, transparency and easy access to services. Managing these expectations while adhering to budgets and operational constraints is a significant challenge for councils.
Resource constraints
With limited resources and tight budgets, councils must find ways to improve customer service without significantly increasing staffing costs or complexity.
Resource constraints
With limited resources and tight budgets, councils must find ways to improve customer service without significantly increasing staffing costs or complexity.
A comprehensive CRM and self-service solution for councils
Our CRM for local councils, self-service portal and service desk solutions are designed to help councils streamline their operations and deliver exceptional customer service. By digitising citizen interactions and enabling self-service, our solutions not only improve service delivery but also enhance communication, reduce manual workload and foster better relationships with the community.
Key features of our CRM, self-service portal and service desk solutions
Centralised CRM system
Our CRM solution helps councils manage and track citizen interactions across multiple channels. Whether it’s email, phone calls, social media or in-person visits, all interactions are recorded in a central database, allowing council teams to respond more efficiently and provide personalised service.
Self-service portal
Citizens can access the self-service portal to request services, track progress, report issues and access information at any time. This 24/7 accessibility reduces the strain on council staff and ensures citizens can get the help they need when they need it.
Customer service desk
Our service desk solution provides councils with a ticketing system to manage service requests from citizens. Service requests are automatically prioritised, tracked and assigned to the appropriate department, ensuring efficient resolution and timely communication.
Automated case management
Automate case creation, updates and escalation processes to ensure that all citizen requests are addressed quickly and effectively. Custom workflows help manage case progress and improve response times.
Knowledge base integration
The self-service portal is integrated with a knowledge base, where citizens can access FAQs, guides and troubleshooting tips. This empowers citizens to find answers independently and reduces the volume of requests for common issues.
Reporting and analytics
Our CRM solution provides detailed reports on service requests, case resolution times, staff performance and citizen satisfaction. These insights help councils make data-driven decisions to improve service delivery and optimise operations.
Multi-channel support
Whether through phone, email, chat or social media, our CRM system provides a unified platform for councils to manage all citizen communications. This ensures a seamless experience for both citizens and council staff.
Mobile access
Enable customer service teams to access the CRM system and respond to citizen requests from anywhere with mobile-friendly access. This ensures that requests are addressed promptly, even when staff are working remotely or in the field.
Customisable dashboards
Councils can tailor dashboards to display key metrics and performance indicators. This allows staff to monitor workloads, track service requests and ensure that no citizen query goes unanswered.
Integration with other systems
Our CRM and service desk software integrates with other council management systems, such as asset management, finance and scheduling software, ensuring a seamless flow of information across departments.
Supporting councils through effective CRM solutions
In today’s fast-paced world, citizens expect fast, accessible and responsive service from their local councils. By implementing a CRM system with a self-service portal and service desk, councils can meet these demands while optimising resources and reducing costs.
Our CRM for local councils and self-service solutions empower councils to manage citizen requests more efficiently, improve public service delivery and enhance community engagement. With My Council Services, councils can provide the high-quality service citizens expect and deserve.
Choose My Council Services for CRM and self-service solutions
At My Council Services, we understand the importance of efficient citizen service and streamlined operations for local councils. Our CRM, Self-service Portal and Service Desk solutions are designed to provide councils with the tools they need to enhance customer service, improve operational efficiency and deliver value to their communities.
Partner with us to implement a comprehensive CRM system that enhances communication, drives citizen satisfaction and optimises council operations. Let us help you transform your customer service processes and ensure your council is ready to meet the challenges of the future.