 | Poor communications and not getting back to customers in a timely fashion. |
| We are reviewing our customer relationship management (CRM) system to give our customer-facing staff a single view of all customer interactions. This will enable us to handle enquiries in a more efficient way, all visible in one system. Our new approach will improve the way we deal with enquires and will help resolve issues at first point of contact. Since we launched our new contact centre, we have managed to resolve a high volume of issues at first point of contact and this has helped us to deliver an improved customer experience. |  |
