Walsall Council appoints Agilisys as CRM partner

Walsall Council has appointed Agilisys as its Customer Relationship Management (CRM) implementation partner to help realise the PROUD transformation ambitions for the people of Walsall.

Walsall’s PROUD programme aims to improve the customer experience, improve employee satisfaction and engagement and improve service efficiency and performance. It is not just a one-off initiative – it is a new way of thinking and working to make a real difference to local people now and for many years to come.

The council has chosen Agilisys as its partner, to help deliver the core enabling digital platforms that sit at the heart of this programme.

Customer experience

Improving customer experience is at the heart of the PROUD programme, and as such, the council is developing ways of working that will meet service user expectations now and for the future. Working together, the partnership aims to:

  • Improve customer experience of interacting with the council
  • Reduce unnecessary/failure demand, so employees can focus efforts on service delivery and support most vulnerable customers
  • Increase accessibility, including through the use of digital channels, to make it quicker and more convenient for customers to interact with the council
  • Help release staff capacity and financial benefits, by automating more processes and encouraging more customers to utilise digital contact channels
  • Improve customer engagement by offering greater personalisation of digital solutions based on customer needs and preferences.

Councillor Adrian Andrew, Deputy Leader of Walsall Council said: “Everything we do here at Walsall Council is in the service of our people and communities of Walsall.

“Now more than ever our residents heavily rely on technology to interact with us. With the help of Agilisys our customers will receive the support they need whilst simultaneously modernising the way the council operates, this is a truly exciting time and I am really looking forward to working with our new partner.”

Andrew Mindenhall, Chief Executive at Agilisys, added: “We are delighted to be working with Walsall Council to help transform the way services are delivered across the borough.

“When the team explained the ambitions of the council and what the PROUD programme was setting out to achieve, it was clear that the vision for future service delivery was very much aligned to our way of thinking, and I am delighted that Walsall have chosen us to be their partner.”

Bekki Barnes

With 5 years’ experience in marketing, Bekki has knowledge in both B2B and B2C marketing. Bekki has worked with a wide range of brands, including local and national organisations.

The cost of living crisis.

TBT Newsroom • 29th June 2022

What Communication Service Providers can do to help their customers cope with the cost-of-living crisis. We’re all familiar with the rip roaring marketing slogans of our U.K. Communication Service Providers – ‘together we can’, ‘The future is bright’, ‘It’s all about you’…but sadly, these no longer appear to ring true for the millions of consumers...
The Digital Transformation Expo is coming to London on October 2-3. Register now!