Infrastructure > Cloud

Warwickshire authorities pick cloud-based CRM replacement

Neil Merrett Published 21 October 2014

Partnership of six councils replaces 10-year-old customer relationship management system with cloud alternative


The Warwickshire Direct Partnership has opted to replace its customer relationship management (CRM) system with a new cloud-based service built for local government authorities.

By implementing the new cloud system in three stages, the partnership said it hopes to make significant savings to its operational costs over "the next few years".

Warwickshire Direct is made up of six local authorities, Rugby, Nuneaton and Bedworth, Stratford, North Warwickshire, Warwick and Warwickshire County Council itself.

Warwickshire Direct technical manager Martin Court said the partnership had opted to work with Firmstep on implementing the new cloud solution to help cut costs for each of its six council members, as well as allowing for future channel shift to allow for further improvements to the system.

"Our previous CRM system was over ten years old and expensive to maintain for the functionality it delivered, so we wanted a solution that offered greater flexibility and is better suited to the needs of local government," he said. "To ensure that local services were not disrupted implementation had to be an accelerated three month timescale before the existing system was retired."

Under the agreement with Firmstep, Warwickshire Direct said it aimed to provide a number of online services for users in order to improve the capacity of its overall service operation to meet rising demand.

"Due for completion in 2015, the project will see a range of popular council services migrated to an online platform," the partnership added. "Residents will get access to a secure, easy-to-use method for accessing local services and completing transactions via self-service portals."

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