CRM
CRM guidance and user support
What CRM is
CRM is a system used within Customer Services to manage customer enquiries.
You should use CRM to:
- record service requests
- track and resolve enquiries
- log complaints and whistleblowing cases
Help using CRM
Guides are available to help you use CRM, including how to:
Address information (CAG)
What the Corporate Address Gazetteer is
The Corporate Address Gazetteer (CAG) is the council’s main database of property addresses. It:
- includes a location for every property in South Lanarkshire
- is shared across council services and with partner organisations
- is the Scottish version of the Local Land and Property Gazetteer (LLPG)
Using addresses in CRM
CRM is linked to the CAG. This means:
- address information is always up to date
- you should not create a new address unless necessary
To make sure records are correct:
- always search for an address before creating a new one
- follow the correct process when adding or updating an address
This helps to:
- keep customer records accurate
- ensure enquiries are linked to the right property
- support Freedom of Information requests
Address quality checks
Address changes are monitored by the council’s Data Custodian.
- duplicate or incorrect addresses are identified
- a weekly report is sent to Team Leaders
- this highlights duplicates or errors in the process
New users and access
Request access to CRM
To request access for a new user or update permissions, contact CSDT.
Provide:
- network login
- required work queues or responsibilities
- details of a similar user (if available)
- confirmation if the user has not had CRM access before
Passwords and login issues
Resetting your password
Contact the IT Service Centre if you need a password reset.
Problems accessing CRM
If you cannot log in or see an error message:
- log out and back in
- restart your computer
If the problem continues contact the IT Service Centre to report the issue
Useful resources
You can access:
