1-827 Customer Relationship Management (CRM) System Subject Matter Expert (SME)

The project to deliver a Customer Relationship Management (CRM) system has been an integral element within the Major Projects (MP) Change Programme. Specifically, it is part of the project to implement a Programme Controls Service Platform (PCSP). Major Projects has had a significant involvement in delivering the 112 concurrent projects as part of RIS 2, this includes all complex and large-scale projects.

On 25th February 2019 the responsibility for the management and future development of CRM was handed over to MP Customer Service Division (CSD). CSD will manage CRM until May 2020 when it will be handed over to Information Technology Directorate (ITD) as part of the corporate ITD systems strategy.

Although CRM is an established practice in wider industry, their implementation into Highways England is new and innovative. CRM will enable the business to work more efficiently, streamline ways of working and help us deliver our objectives. The project proposes to replace archaic, unsupported, separate systems that are currently being used across MP/OD to log stakeholder and customer contacts. The rigidity of the systems has led to manual workarounds to compensate for lack of flexibility in the systems. Automating some functions through the system will lead to efficiencies and increased accuracy and ultimately improved customer service.