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IEG4 Customer Relationship Management
What it is
IEG4 Customer Relationship Management is a web-based CRM for council contact centres and local government staff. It records citizen interactions across face-to-face and digital transactions, giving staff a consolidated interaction history and customer information for personalised service. Staff can track interactions, identify and categorise issues, collaborate, and review customer behaviour and service patterns through reporting and analytics. Customer profiles and needs can be segmented dynamically for targeted communication and services. The CRM automates case routing and assignment, and supports email, SMS, and social media communication from within the system. Customer data and interactions are updated in real time. IEG4 describes the CRM as part of a Digital Experience Platform combining its Customer Portal, CRM, and Workflow & Case Management. Its cloud services run in Microsoft Azure, with access that does not rely on internal council IT services. The company was founded in 2006, and pricing is available on request.
For and against
For
- Tracks face-to-face and digital interactions
- Provides real-time customer and interaction updates
- Automates case routing and assignment
- Supports email, SMS, and social media
- Runs in Microsoft Azure
Against
- Pricing is available only on request
- Platform access is web-based
- Designed specifically for council and local-government use
The verdict
IEG4 brings interaction histories, segmentation, case routing, reporting, and multichannel communication into a council-focused CRM. Its Azure deployment and real-time updates support staff who need a shared view of citizen service activity.
Who it suits
The CRM is designed for councils, local government staff, and contact centres handling constituent records and case management. It suits organizations seeking cloud deployment and multichannel outreach.
On the record
- Case assignment
- The CRM automates case routing and assignment to appropriate personnel.ieg4.com · read 9 Oct 2026
- Communication
- Its communication tools support email, SMS, and social media from within the CRM.ieg4.com · read 9 Oct 2026
- Communications
- Staff can communicate with customers through email, SMS and social media from the CRM.ieg4.com · read 9 Oct 2026
- Company history
- IEG4 says it was founded in 2006.ieg4.com · read 9 Oct 2026
- Customer overview
- It provides staff with a complete view of customer interactions and access to data for personalised service.ieg4.com · read 9 Oct 2026
- Hosting
- IEG4 says its services are deployed in Microsoft Azure and that users can access the platform without relying on their internal IT services.ieg4.com · read 9 Oct 2026
- Hosting and security
- IEG4 says its cloud-based digital services use Microsoft Azure and describes an Integration Proxy Service using Azure Service Bus and AES 256 encryption for secure communication with council networks.support.ieg4.com · read 9 Oct 2026
- Integration example
- A case study says Southwark Council staff use IEG4 CRM to see a customer's timeline and handle issues at first contact.ieg4.com · read 9 Oct 2026
- Integrations
- A case study says the Digital Experience Platform combines the Customer Portal, CRM and Workflow & Case Management, and was selected for integration with other digital solutions.ieg4.com · read 9 Oct 2026
- Integration security
- IEG4's Integration Proxy Service guide says the council-specific relay uses an AES 256 encrypted message and a salt to secure its connection to Azure.support.ieg4.com · read 9 Oct 2026
- Intended users
- IEG4 describes the CRM as a contact centre solution for councils and local government staff.ieg4.com · read 9 Oct 2026
- Interaction overview
- It gives staff a complete view of customer interactions and access to information for personalised service.ieg4.com · read 9 Oct 2026
- Interaction tracking
- The product supports customer interaction tracking, issue identification and categorisation, collaborative tools, reporting and analytics.ieg4.com · read 9 Oct 2026
- Purpose
- The CRM gives council staff tools to manage and record citizen interactions across face-to-face and digital transactions.ieg4.com · read 9 Oct 2026
- Reporting
- The product offers reporting and analytics about customer behaviour and service patterns.ieg4.com · read 9 Oct 2026
- Sales access
- The CRM page invites prospective customers to get in touch or request a demo.ieg4.com · read 9 Oct 2026
- Segmentation
- Customer data can be dynamically segmented by individual profiles and needs for targeted communication and services.ieg4.com · read 9 Oct 2026
- Support
- IEG4 customers can use its support portal to file tickets, view ticket updates, and access a knowledge base.support.ieg4.com · read 9 Oct 2026
