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CRM adoption on the rise in central government

24 June 2014
Written by
Tim Vernon, Optevia's managing director, highlights the benefits central government can gain by deploying Dynamics CRM. What challenges does the UK Government face in 2014? The various departments and agencies within the UK government need to prioritise serving the public sector more efficiently and cost effectively. To do this, they need to foster increased communication between citizens and government departments, as well as to modify and optimise business and operational processes by investing in advanced technology – particularly cloud-based and web-based solutions.  

What are the top three trends driving IT spend in central government?

1. Cloud solutions are rapidly being adopted across central government departments as they are cost-effective and provide a way of spreading risk and financial investments


2. Central government needs to replace the existing, out-of-date systems with a common platform that integrates with its IT infrastructure and back- or front-office systems
3. More small- and medium-sized enterprises, such as Optevia, are offering CRM solutions and according to an edict issued by Westminster, central government agencies must invest in these companies.


What makes Microsoft Dynamics CRM a good platform for central government?

Microsoft Dynamics CRM ensures investment protection for central government because it is compatible with its existing suite of Microsoft technologies – such as Office, Exchange, SharePoint – and can be adapted by different departments for almost any case management and customer request solutions. It can also be integrated into existing online portals, or operated on a range of mobile devices. In addition, a range of third-party companies can support the platform via solutions like Optevia’s Dynamic Portal. In general, UK public sector organisations and central government in particular are now more focused on proactive communication, so Microsoft Dynamics CRM can be used to forewarn and forearm people about how central government policies will directly affect them, whether they are a stakeholder or a member of the public.


What new benefits and features does Microsoft Dynamics CRM 2013 offer?

The latest Microsoft Dynamics CRM platform, when coupled with Optevia’s Public Sector Essentials package, makes it much easier to automate central government’s business processes and also enables users to access content, such as customer records and historical case management records, in one place. Featuring a more intuitive interface, it can run on Windows 8 and can be easily tailored to suit specific requirements, reducing the need for user training. It also has extensive reporting capabilities, helping government agencies to capture data generated by automated processes – including customer interaction information or response times – and identify how they can improve processes. Central government agencies can now also use Microsoft Dynamics CRM to analyse customer interactions on various social media platforms. This will help them to improve customer service, develop marketing strategies, and run campaigns more effectively.

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