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Newport City Council: CRM Solution based on Oracle TeleService

Case Study:

Newport City Council

“Our existing CRM was under powered, obsolete and lacked the functionality the contact centre required to perform its duties effectively. We needed a modern, fully supported application to act as our CRM platform.”
Phil Cox, Principal Consultant, Newport City Council

Photograph of computers on desk To warrant the expenditure, Newport City Council produced an in-depth business case highlighting the benefits of moving from a traditional location-centric CRM to a contemporary CRM employing a citizen-centric approach.

The objectives were to simplify and speed up processes, lower call handling times, improve visibility and service delivery, and seamlessly integrate the new CRM system with other back-office systems and processes.

Newport City Council engaged the services of iTrain, an independent Enterprise Resource Planning (ERP) change management and integration services company. The Council regards the analyst as a ‘critical friend' due to its in-depth knowledge of Oracle applications.