A large government organisation is rolling out CC Tracker to its clients in all local authorities in England and Wales. CC Tracker will allow these authorities to raise any service issues.

In addition, CC Tracker’s secure internet-based features make it convenient for clients’ staff to raise an issue, avoiding the inefficient call handling associated with telephone help desks.

CC Tracker assists the dialogue between the user raising the issue and the internal staff member dealing with the issue. This in turn helps both parties to stay informed about the issue’s progress, making the process of dealing with issues both efficient and transparent, as well as raising the level of service the clients receive.

By retaining information about all issues raised, CC Tracker allows its users to build up a significant repository of specialised business knowledge that they can exploit.

Internally, this project will deliver savings through re-allocation of staff to query resolution from call handling, and return a higher quality of management information to help improve resource allocation in the future.

CC Tracker’s management reports help the organisation to determine whether they are meeting the performance targets they have set for themselves.