Importance: HighView other "Caring for our Customers, Assets and Neighbourhoods" indicators
30th Sep 2022
We currently apply a standard target for all CRM actions, which is inappropriate in cases where a customer has requested a specific response date outside of the target or if the CRM action is for an internal response, rather than contact with a customer. During Q3, we will trial enabling our staff to set target dates tailored to the situation. If the trial is successful and the new approach rolled out we will have clearer picture of the proportion of CRM actions completed on time.
We currently apply a standard target for all CRM actions, which is inappropriate in cases where a customer has requested a specific response date outside of the target or if the CRM action is for an internal response, rather than contact with a customer. During Q3, we will trial enabling our staff to set target dates tailored to the situation. If the trial is successful and the new approach rolled out we will have clearer picture of the proportion of CRM actions completed on time.
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