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‘Customer First’ – An ambitious transformation project

Tandridge District Council in East Surrey, has approximately 90k citizens relying on the services they provide. Some of these services are run and delivered through Salesforce®, which is the primary tool for both front and back office service needs.

The Council embarked on an ambitious transformation project – ‘Customer First’ – comprising a complete service redesign and investment in a modern, cloud-based CRM application to meet its ambitions. Key to the project success was the integration of customer journeys, internal processes, and applications across the functional components. The project would allow for a seamless operational capability across the entire software solution, streamlining and standardising processes including reduction in the number of internal emails and manual, paper-based transactions.