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Customer Relationship Management (CRM) software

Request date: 21 July 2023

This version was printed or saved on: 13 June 2024

Online version: https://www.gamblingcommission.gov.uk/about-us/freedomofinformation/customer-relationship-management-crm-software

Request

Does your organisation use Customer Relationship Management (CRM) software? (Example: HubSpot, Salesforce, Dynamics, Other, etc.)

  1. If yes, please specify which CRM(s) are used by your organisation:
  1. What license level/subscription does your organisation have?

  2. What is the annual cost of your CRM system(s)?

  3. List any job roles by (job title) within your organisation that communicate with contacts via the CRM(s) system?

  4. Does your organisation work with any external agencies to manage the CRM?

  5. Does your CRM integrate with other systems within your organisation? (Example: finance systems, Other CRM Systems, etc.)

  1. If yes, please specify which other systems your CRM(s) are integrated with:

Please provide the information in the form word document.

If it is not possible to provide the information requested due to the information exceeding the cost of compliance limits identified in Section 12, please provide advice and assistance, under the Section 16 obligations of the Act, as to how I can refine my request.

If you can identify any ways that my request could be refined, I would be grateful for any further advice and assistance.

If you have any queries, please don’t hesitate to contact me via email or phone, and I will be very happy to clarify what I am asking for and discuss the request.

Thank you for your time, and I look forward to your response.

Response

Thank you for your request which has been processed under the Freedom of Information Act 2000 (FOIA).

The Gambling Commissions responses to your enquiries are as follows:

  1. Does your organisation use Customer Relationship Management (CRM) software? (Example: HubSpot, Salesforce, Dynamics, Other, etc.)

Yes

  1. If yes, please specify which CRM(s) are used by your organisation:

Oracle (Siebel)

  1. What license level/subscription does your organisation have?

Siebel Public Sector Edition

  1. What is the annual cost of your CRM system(s)?

Approx 72k

  1. List any job roles by (job title) within your organisation that communicate with contacts via the CRM(s) system?

CRM is used to store the contacts but does not undertake any direct communication with the contacts.

  1. Does your organisation work with any external agencies to manage the CRM?

Yes

  1. Does your CRM integrate with other systems within your organisation? (Example: finance systems, Other CRM Systems, etc.)

Yes

  1. If yes, please specify which other systems your CRM(s) are integrated with:

Finance System, via a 3rd party product

Review of the decision

If you are unhappy with the service you have received in relation to your Freedom of Information request you are entitled to an internal review of our decision. You should write to FOI Team, Gambling Commission, 4th floor, Victoria Square House, Victoria Square, Birmingham, B2 4BP or by reply to this email.

Please note, internal review requests should be made within 40 working days of the initial response. Requests made outside this timeframe will not be processed.

If you are not content with the outcome of our review, you may then apply directly to the Information Commissioner (ICO) for a decision. Generally, the ICO cannot make a decision unless you have already exhausted the review procedure provided by the Gambling Commission.

The ICO can be contacted at: The Information Commissioner’s Office (opens in a new tab), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Information Management Team
Gambling Commission
Victoria Square House
Victoria Square
Birmingham B2 4BP