The Authority Customer Requests Management (CRM) application is designed to efficiently manage Council’s service requests allowing Customer Service Officers to deliver predictable response times in accord with Council’s service objectives.

Authority CRM provides facilities to enable management of the full lifecycle of a customer request from initiation through to finalisation. Customer requests may be external communications with Council received via their front counter or by telephone. They may be paper-based communication received via the mail, customer initiated communications entered via Council’s web site or internal communications initiated by a Council employee or representative.

Authority CRM provides a single environment to manage all of these communications providing efficient customer service, easy access to all request information and powerful performance monitoring across all of Council’s operations.