FOI request detail

CRM system

Request ID: FOI-2011-1819
Date published: 27 November 2018

You asked

I complained that your CRM system does not maintain an email trail thus making it very difficult to track your response to enquiries. When I complained about it I was told that management were aware of the issue and were working on it. I am now requesting any and all reports and communications on the issue.

We answered

Our ref: FOI-2011-1819/GH

Thank you for your request received by Transport for London (TfL) on 31 October 2018 asking for information about TfL’s CRM system.

Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy.

I can advise that we do not hold the information you require. The relevant manager has confirmed that he has not received any complaint or request for this issue to be addressed. Therefore, we hold no correspondence or reports in relation to changing the system.

As you are aware, when our Customer Service Advisors respond to customers using headed templates the CRM system does not allow the incoming email to be sent as part of a chain. They have advised that they do not see this as a problem, it is the way their system works, and is unlikely to be changed.

Customers are responsible for keeping track of any email sent by our Customer Services, and are sent a reference number with all of their correspondence that would link their enquiries to our responses.

If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.

Yours sincerely

Graham Hurt

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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