Customer Relationship Management (CRM) System - Find a freedom of information request

1. Which Customer Relationship Management (CRM) System do you currently use?

2. If using different systems, please can you provide the name of the software supplier and product name used within the Council for the following areas:

- Contact Centres / customer service

- Help desk / self serve Knowledge centre

- Telephony

- Email

- Incident management, internal and external

3. What is the value of your current contract/licence (monetary value and agent number)?

4. What is the expiry date of the current contract/licence?

5. Do you have any plans to review (upgrade/change) this system and go to market for a different software supplier? If so, when?

6. Can you please provide the name, job title, contact number and email address of the person responsible for the management of these services

I can confirm that the information requested is held by Lincolnshire County Council. I have detailed below the information that is being released to you.

1. Verint EMPro

2. - Contact Centres / customer service - EMPro

- Help desk (Freshworks - FreshService) /self-serve Knowledge centre –( Microsoft-Sharepoint)

- Telephony - Vodafone Avaya   

 - Email - Office 365

- Incident management, external - ServiceNow 

- Incident management , Internal - Freshworks - FreshService 

3. EMPro & ServiceNow are part of the corporate Serco contract, exp 31/3/24.

4. Vodafone Avaya 31.07.23 & Microsoft 30.06.23

5. This is information is on the contract register

6. John Wickens - Assistant Director IMT & Enterprise Architecture John.wickens@lincolnshire.gov.uk