CORGI Group, the UK’s gas safety watchdog, is to install a Siebel Customer Relationship Management (CRM) system to help its field inspectors, track compliance and manage its membership.
Working on behalf of the Health and Safety Executive, CORGI is hoping the solution will improve communications and service consistency and make it more efficient. Officially the solution is now part of the Oracle brand and has been implemented by Aspective, a specialist is CRM and field service automation.
CORGI Group uses field inspectors to audit installers, perform spot checks on work completed and follow up complaints. It also provides information and support for other trades with the goal of improving standards and safety for plumbing, electrical and ventilation work.
Matt Sharp, resources director of the CORGI Group, said to manage effectively its growing portfolio of registration schemes it needed a more flexible and scalable core business system. “˜One of our key criteria is flexibility. We need a system that will scale with our business, facilitate consistent processes across all schemes and provide a single view of our customers.’
He added that the solution “˜will allow us to deploy the same application across all business functions from the contact centre through to work scheduling and mobile communications for our field inspectors.’
The Aspective solution will initially be deployed to 150 office-based contact centre and administrative staff and 150 field inspectors, who will use laptops to communicate job information over the Vodafone network. Aspective is part of the Vodafone group following its acquisition last year.
The solution is planned to go live in October 2007.
Author: SM 365 staff
Date: 12/04/07