Sage CRM

Suffolk County Council

Suffolk

The problem

The scrutiny and monitoring specialist function of Suffolk County Council is led by Eric Whitfield.

Four years ago, they were going through a process of change – both culturally and organizationally and were looking for a system to enable them to deal with this and help them adapt to further changes in the future.

The council were moving from public service emphasis to a more commercial service delivery emphasis.

Eric Whitfield, Assistant Director for Scrutiny & Monitoring, Suffolk County Council comments, "We needed to ensure we had the right information available for business planning and the right management information to understand what our clients and our external customers wanted from us.

"This was vital to help us to determine how we could respond effectively to their needs. We knew that we needed to record good and accurate management information preferably based on real-time."

How Sage CRM helped

Suffolk County Council worked closely with the Sage CRM accredited Business Partner, Tricostar. The organisation was very definite about their requirements and Tricostar delivered exactly what they needed and more with Sage CRM.

Four years on and the council is extremely satisfied with the huge benefits Sage CRM has provided especially due to its flexibility and ability to adapt to new requirements. As new projects or initiatives are created, Sage CRM can easily be customized and developed to include new requirements or processes.

Using Sage CRM across various divisions enabled Suffolk County Council to share knowledge with its internal and external clients. Sage CRM has also empowered Suffolk County Council to implement its 'green' initiative by providing employees with an enhanced work-life balance scenario. The aim of the initiative was to remove the need for staff to work at dedicated work stations.

"All local authorities are required by law have to have a scrutiny function. So one of the benefits of Sage CRM is that we've been able to seize the opportunities that we get from the system and move those across to areas which are common to all local authorities."

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