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Provident CRM Helps State Agency

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DateWednesday, August 01, 2012
AuthorWannita Phanchana

ProvidentCRM Helps State Agency

ProvidentCRM Helps Ireland's Local Government Management Agency Manage Property Tax Online

Larry Augustin (SugarCRM CEO, Left), John Malone ( Director of Provident CRM, Middle) & Clint Oram (Co-founder, Right)SugarCRM gold partner Provident CRM, announced yesterday that Ireland's Local Government Management Agency (LGMA) is using SugarCRM software to support an online payment system for its household property tax. The CRM project is part of a series of austerity measures to help the government cut costs and raise revenue. The LGMA division of the Irish government, which collects the new tax and provides customer service support for local authorities.


Launched in January 2012, the property tax affects all Irish citizens with household incomes. SugarCRM tracks all correspondence received, system problems and issues reported by citizens and escalates them to the right local department within the LGMA. According to the company, SugarCRM's reliability and performance has led to faster incident resolution times and greater independence for local operators.

Rhoda Kearns, Project Manager at the LGMA said, "We found SugarCRM does everything we thought it would do and more. It offers a cost-effective way of measuring and dealing with customer issues related to using the system for paying the tax. Our operators gain a complete customer view of a problem and can act swiftly to address issues without having to call in developers for support." He estimates that SugarCRM has saved local authorities up to six weeks of development time.


Provident CRM was involved in the initial selection process and supported the project installation. The company was instrumental in showcasing the potential of SugarCRM "SugarCRM met and surpassed all of the project's requirements. It is a flexible, customisable and reliable product and very cost effective," said John Malone, director of Provident CRM.


Due to the success of the project, the LGMA will be extending the use of SugarCRM to other business areas within the organisation later this year. For example, SugarCRM will be used for a new telephony integration, administrative support for an existing second home tax (NPPR) and the Protect Our Water tax.


SugarCRM will also assist in the official launch of the customer service website, ‘FixYourStreet', which helps citizens report problems such as potholes, broken streetlights, fly-tipping and graffiti to their local authority.









Corporate Information


Visit Provident CRM

Visit Ireland's Local Government Management Agency



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