Belfast, Northern Ireland – 10th February 2004 - Technology from Lagan is being used to improve service and responsiveness to consumers in Northern Ireland. The new Consumerline telephone helpline, launched by the Department of Enterprise, Trade and Investment, utilises Lagan’s Frontline solution to provide low-cost access to high quality, practical consumer advice, and is expected to deliver a £4.5M benefit to local consumers in its first year of operation.
The Consumerline initiative was driven by research which has shown that consumers often do not pursue complaints through a combination of a lack of knowledge and confidence. It has also shown that most contacts to Trading Standards authorities are consumer enquiries about purchases that simply went wrong. This innovative new service was launched by NIO Enterprise, Trade and Investment Minister, Ian Pearson MP, who said: “This helpline will provide reliable, practical and independent advice and information to the public on purchases of consumer goods and services, consumer credit and scams. Advice can be accessed from anywhere in Northern Ireland using a lo-call telephone number and state-of-the-art contact centre technology. The service will be capable of handling up to 90% of calls without further referral.”
The Department of Trade and Industry estimates that for every consumer advised of their rights there is a reduction in consumer detriment amounting to £100. Applying this formula to the number of calls we expect to get in the first year of operation will result in a £4.5 million benefit to local consumers.
Frontline is being used to provide consumer advice staff with a flexible, consistent and easy to use means of providing up-to-date and accurate responses to consumer queries, and to alert Trading Standards officers to potential issues.
Des Speed, Lagan’s managing director, commented: “We are proud to be associated with this forward-looking initiative to enhance the services and advice available to consumers in Northern Ireland. It confirms our view that Frontline’s design makes it eminently suitable for any environment where improved service and responsiveness is critical. It also demonstrates the real value to citizens and consumers that can be created from an effective e government strategy. We wish Consumerline every success in making a difference for the people of Northern Ireland.”
Based in Belfast, Lagan was established in 1994 and delivers CRM solutions, principally to the Government and Communications sectors through Frontline - a sophisticated software solution that allows organisations to communicate effectively with their citizens or customers through telephone and face to face, via any electronic channels and in any supported language.
In the last 2 years as the drive for citizen centric government has accelerated and become a significant driving force in both central and local government, Lagan has been at the forefront of companies working with the public sector to design, implement and maintain Citizen Relationship Management systems. Lagan is now a leader in this market with over 35 public sector organisations having selected Frontline as their CRM solution.
Lagan's Frontline for Local Government - the world's first full function Java Customer Relationship Management solution - is designed to provide the full range of functionality required by local authorities, but at a cost they can afford. Frontline supports a wide range of citizen and employee access channels (assisted and self-service) and provides concurrent support for multiple languages ‘out of the box’. Lagan enables the front-end CRM environment to be integrated with the wide range of existing departmental systems - seamlessly and without the need to invade, replace or modify them. These technologies can also be used as a broader integration tool to enable delivery of cross-council IT services consistently and inexpensively.
Lagan has enjoyed substantial and sustained growth over the past three years. This success has been reflected in its appearance in the Deloitte Fast 50 for three successive years, and a listing in the Sunday Times ARM Tech Track 100 as one of the UK’s fastest growing technology companies.
For more about Lagan and Frontline, please visit www.lagan.com
Lagan - Marketing Contact
Grace Meehan, European Marketing Executive
Tel: +44 (0) 28 90 509308
Tel +44 (0) 1625 500800
Email : email@example.com
Anne Martin, Press Officer
Department of Enterprise, Trade and Investment
028 90 529263
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