The Royal Borough of Kensington and Chelsea has signed Hitachi Solutions to help it reconfigure its customer relationship management (CRM) platform.
They have agreed on a contract, valued at £3.4 million, for the company to deliver an implementation design service to refactor the council’s Microsoft Dynamics CRM.
This is aimed at adding new functions to the platform and capabilities to improve the resident and contact centre experience in line with Kensington and Chelsea’s service standards.
According to the contract award notice, the agreement “will result in the delivery of a corporate asset in the form of an overarching RBKC proprietary CRM platform/capability, comprised of a number of componentised reusable assets, such as accelerators and data orchestration solutions”.
It is also aimed at enabling the council to improve its digital contact channels and to support the automation of back office processes.
Hitachi Solutions is a solutions partner for the Microsoft Cloud technology stack, which includes the Dynamics 365 platform on which Kensington and Chelsea’s CRM is built.
