Disparate workflows, separate databases and poor case management often contributes to slow, unsatisfactory customer service responses in local government. Providing council customers with several ways to communicate and streamlining process flows across departments and databases speeds up response time, improving citizen engagement. Lagan, from KANA, is a multi-channel CRM specifically designed for the local authority market. It is used by more than 200 public sector organisations worldwide to improve process and service delivery. In North America it is the technology underpinning many 3-1-1 initiatives.
At Datacom, we use our multi-disciplinary IT project management expertise to implement Lagan, delivering case management and business process reviews, in addition to change management for end users. Our people have the skills to integrate Lagan to commonly deployed council systems such as Pathway, Authority, Ozone, TRIM and ARC-GIS.
We use our decades of experience serving local government in Australia and New Zealand to configure and support Lagan in local government. We provide the consulting, technical implementation, design, integration services, training, solution launch and change management for your Lagan CRM project, leveraging:
- Our 50 years of public sector experience: We understand the legislative and resource challenges that affect government and design solutions, ensuring your agency gets a compliant, budget-friendly outcome to boost customer service.
- A full scope of flexible IT and shared resources services: Our flexible contracts and customised SLAs help government stay agile and reduce risk.
- A local, accessible approach: Recently honoured with the Best Outsourced Contact Centre award for our work with AusIndustry’s Small Business Support Line, we provide a responsive service with access to key Datacom leaders who will continue to align with your business needs.