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Microsoft Dynamics CRM

Never has there been greater focus on Customer Services teams in local authorities than at present., Teams are being tasked with delivering excellent customer service - some having to break down long-standing institutional silos to present joined-up services to the customer.   All face increasing demands to generate cashable efficiency savings, reduce avoidable contact and drive more value.

CIBER UK combines its expertise in the application of CRM software within local government together with its position as a leading partner for Microsoft Dynamics CRM. As a result of the work we have done over the years, we have created our LRG Framework solution which includes for example, a library of business processes that accurately reflect key information flows within an authority. Making use of highly functional, flexible, and configurable applications such as Microsoft Dynamics CRM enables us to help authorities deploy solutions quickly, efficiently and cost effectively.

Microsoft Dynamics CRM for Local Government has been designed to improve Information Management for closer citizen relationships, ensuring consistency of information across each and every interaction between the organisation and its citizens/customers. You can collate and consolidate citizen information into a single format so that employees can offer a seamless level of service across different needs and departments, enhancing the citizens’ experience and building a picture of future needs.

One of the biggest problems with any CRM implementation is encouraging staff to use it.  Technology is often the easy part; people are the problem.  How do you win the hearts and minds of employees to embrace change?

The beauty of the Microsoft Dynamics CRM solution is that unlike other CRM solutions it is easy to use.  By building on the familiar user interface that is Microsoft Outlook employees have access to familiar everyday applications and technology that enables them to respond faster to customer service issues at first point of contact and empowers the organisation to anticipate, address and deliver consistent, efficient customer care.

Benefits of Microsoft Dynamics CRM for Local Authorities

• Maintain a clear picture of citizen needs with a Microsoft citizen relationship management solution
• Empower the front office to resolve service requests whilst freeing up back office experts to concentrate on the most complex service request
• Improve citizen satisfaction with smoother interactions and more responsive processes
• Enable employees to securely access and update information from anywhere via mobile devices
• Provide a consistent, well-informed view to help employees manage queries
• Provide proactive services by analyzing data to identify trends
• Increase efficiency with easy-to-use systems that streamline processes, freeing up resources for   services
• Improve complaint management, claims processing, incident reporting, economic development initiatives, voter registration, and benefits management
• Track all requests to completion, improving citizen satisfaction
• Improve compliance through built-in reporting tools
• Gather data remotely