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    My LA is looking at upgrading its CRM and embedding it across the council for all services and not just those which are linked to the current system.

    I have worked at several LA’s in my time and not seen any where there benefits has been successfully integrated into a CRM.

    If you have a horror story, I would be interested in that too.

    Does anyone work at such a place and if you do what system do you operate for HB/CTB processing and CRM? Also do you have generic front of house / phone team or have assessment level staff for all (majority of) customer contact. I ask this because I do wonder how far scripting can go to assist non-specialist staff and enable a full and efficient service to be provided meeting customer need and not creating additional pressure/delays in the “back office” or is everyone leaned to providing up front service at point of contact?

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