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Currently completiing the re-design of key business processes, based upon Microsoft Dynamics CRM, for the Royal Institution of Chartered Surveyors in Coventry
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Customer Call Centre, Blackburn with Darwen Borough Council, Blackburn, Lancashire

Business Solution – Redevelop 2 floors of client tower block to accommodate a 52 seat Call Centre and  13 seat Training facility. Design technical solution, build configure, test and deploy, incorporating Automatic Call Distribution (ACD) and Customer Relationship Management (CRM). Recruit and train Managers, Supervisors and Agents. Reengineer key business processes and migrate to Call Centre.

Business Benefits – Modern and efficient facility to process customer calls relating to Council services. Queue management and fast tracking of inbound calls. Outbound Campaign management. Customer service requests delivered within Service Level Agreements. Satisfied customers.

Our Role – Business Requirements gathering, Business Case development, Project Management, Supplier Engagement and Management, Solution Design, Building Renovation and Development, Business Analysis, Business Process Improvement, Testing and Change Management


Customer Contact Centre, Dartford Borough Council, Dartford, Kent

Business Solution - Design and build Customer Contact Centre incorporating Call Centre, Face to Face Customer Service Centre, and On-Line self-service channel processing. Integrate with EDRMS solution (see Electronic Document and Records Systems). Reengineer business processes to provide integrated customer transaction processing, deploy ICT within the Contact Centre, redeveloped Cash Office and cash handling facilities, updated Web presence and reengineered on-line self-service functionality

 Business Benefits – Modern and efficient Face to Face and Telephony facing services. On-Line self service. Reduced processing times per customer contact. Cross-trained staff to undertake reengineered integrated business processes. Functional and secure cash office and cash handling. Redeveloped Reception and Customer waiting area with queue management control.

Our Role – Buisness Requirements gathering, Business Case development, Project Management, Supplier Engagement and Management, Solution Design, Building Renovation and Development, Business Analysis, Business Process Improvement, Testing and Change Management



Please contact Business Project Management Solutions for more details of our services.