A Sunderland-based Customer Relationship Management (CRM) company has developed a bespoke software system for one of the UK’s leading whistleblowing companies. Bond Solutions, which is based in the Business and Innovation Centre (BIC), has worked with Safecall to develop a system that allows its customers to log in and view the progress of their case online.
Safecall, which is also based in the BIC, was established by Graham Long in 1999 and specialises in the reporting of workplace concerns. It provides an independent outsourced whistleblowing service to a range of major public and private sector organisations. The service allows employees to securely report problems in the workplace, meaning employers are able to address issues at an early stage.
The system that Bond Solutions developed provides both employees and client investigators with a unique account where they can log in and see specific information about their case and its progress.
Each account has specific permissions, meaning that only certain information can be viewed by each user. The program also features a range of reporting mechanisms, meaning Safecall is able to provide detailed logs to clients on what concerns have been reported and their progress.
The bespoke system was developed from Sage CRM, one of the market’s leading Customer Relationship Management (CRM) software, which is a web-based application that manages organisations’ relationships with customers. The product was developed by the technical team at Bond Solutions, who worked closely with Safecall to establish their needs and what program could be developed to meet their requirements.
Safecall’s chief executive Graham Long said: "The system that Bond Solutions developed has allowed us to provide our customers with an efficient program where they can manage all concerns raised. There are lots of regulations and legalities to be adhered to when dealing with sensitive issues like this and the system provides prompts to ensure that the correct procedure is followed throughout the investigation process. This has proved to be a fantastic resource for our customers.
"I was not aware that a CRM product could be adapted to meet our specific needs, however it has proved to be very effective and has given both Safecall and our customers improved accuracy and control."
Derek Curtis, managing director of Bond Solutions said: “This is a fantastic example of how CRM software can be adapted into a full working solution to suit any business. The software will allow Safecall to provide added value to its customers as they are now able to manage their processes electronically."
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