That Cabinet approves a procurement exercise to be undertaken to identify a provider to supply, implement and maintain a new Customer Relationship Management (CRM) system, with the outcome of the procurement exercise and the associated funding request to be presented to Cabinet and Council in due course.

A customer relationship management system is an effective and efficient tool which provides an interface with its customers, across several delivery channels.  The Council has an existing partial customer relationship management system which is no longer fit for purpose.

Two alternative options had been considered:

·         Option one – do nothing;

·         Option two – procure and implement a new customer relationship management system.

The detailed evaluation of these two options was set out in the exempt appendix to the submitted report.

This decision will come into force and may be implemented on 30 November 2020 unless the call-in procedure is triggered (as set out in the Standing Orders in relation to Overview and Scrutiny).

Customer relationship management involves dealing with queries, complaints and specific requests and demands, with accurate information.  To support this a CRM system can be used as an effective and efficient interface with its customers across several delivery channels (face to face, telephone, internet websites, texting and emails).  Torbay Council has an existing partial customer relationship management system which is no longer fit for purpose.

It is proposed that the Council procures a new customer relationship management system so that we can build a better picture of why customers contact us and improve service delivery.

Councillor Steve Darling proposed and Councillor Cowell seconded a motion which was agreed unanimously by the Cabinet, as set out above.

None.