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UK public sector puts citizens first with Dynamics CRM

27 February 2015
Written by
Microsoft Dynamics CRM partner Optevia has recently started working with two public sector companies in the UK, helping them to deliver an experience that focuses on the customer, and streamlines workflow. A faulty system The first of the two companies is the Supreme Court (UKSC). Paul Brigland, Head of IT Services and Departmental Records Officer at the Supreme Court explains: “between 2009 and 2013 our IT infrastructure and the applications running on it were not fully fit for purpose.  He continued, their “case management system was designed with much larger caseloads in mind, meaning that basic tasks could prove very time consuming. The system could also be very slow, mainly due to our server environment, which also impacted on remote access.

Choosing the flexible option

Brigland suggests that “Dynamics CRM for us was all about agility and flexibility – being able to interrogate the system for reporting purposes and develop the system according to our future requirements was crucial.” The second public sector company to turn to Dynamics CRM is Town & Country Housing Group, which provides more than 9,000 homes and works with 22 local authorities. They chose Microsoft Dynamics CRM in order to create the right tools for their staff, enabling them to deliver a seamless customer experience that integrates their portfolio of other housing tools.

A system that revolves around the customer

Optevia has developed Town & Country Housing Group’s solution alongside their Social Housing Essentials product, and is expected to increase customer satisfaction and resolve 80% of existing customer enquiries. This is set to reduce contact centre call transfer by 20%. According to Jamie Barker, Project Manager at Town & City Housing Group, “Our current system focuses on property, not the customer, and we wanted to reverse that relationship so that everything we do is about our customers.” Therefore, a shift to Microsoft Dynamics CRM facilitates a more customer-oriented approach. Barker explained that under the current system, customers are often passed around different departments, but thanks to Dynamics CRM, all data will be collected, sorted and integrated across various systems, creating a single view of each customer. The aim is reduce stress to each customer by creating a truly proactive service. Centering the experience around the customer is the aim of many companies, but implementing changes to well-established systems can be a difficult task.  Optevia has helped two public sector companies in very different sectors to put citizens first, no simple task, and an action that has led to tremendous results. If you’d like to work in an industry that rewards those that put people first...

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