NetDexterity Municipal CRM 2013
19
2013-07-22 Microsoft Dynamics CRM for Municipalities December 12,2013
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Governments can create a central online resource where citizens can look up information about events and services, apply for permits or licenses, pay bills and fines, or log reports and requests. Governments can also provide access to relevant data such as weather, traffic, pollution air quality, or unemployment
Transcript of NetDexterity Municipal CRM 2013
2013-07-22
Microsoft Dynamics CRM for Municipalities
December 12,2013
NetDexterity and Municipal Dynamics CRM
2013-07-22 2
• 311Constituent
Management
• Small Business Enterprise Centre
• Economic Development Outreach
Economic Development
• Fire & Emergency Call Logging
• Heritage Databases
Municipal Operations
City of Birmingham – 311 contact center
We chose Microsoft Dynamics CRM because the technology is proven and will continue to steadily improve in the future.
Brian Malone
311 Call Center Director
City of Birmingham
Document
preparation time
reduced by
65%
Constituent Relationship Management
Almost every municipality deals with a wide variety of requests from constituents. These calls can arrive in the city offices, in departmental offices and also into the information request call centers, or 311 facilities.
Requests come through various channels (for example);
• Phone Calls
• Web
Constituent Relationship Management
• Integrated into Outlook for a familiar and efficient User Interface
Insert a CRM Outlook pic here withEmails and track option
Constituent Relationship ManagementHandling e-Mail Requests
• Service Agents are able to efficiently and easily track incoming emails from Constituents
Consolidation of Interactions with Resident
• Need Slide to show consolidation of all channel history
Constituent Relationship ManagementHandling e-Mail Requests
• Service Agents have access to an up to date Knowledge Database to respond in an efficient and accurate fashion.
Insert a CRM Outlook pic here withKB
Constituent Relationship ManagementHandling e-Mail Requests
• Information Sent out is consistent and accurate.
Insert a CRM Outlook pic here withArticle Attached.
Constituent Relationship ManagementDocument Management
• Direct access to documents in SharePoint from CRM means Agents can provide more efficient and faster service.
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NetDexterity and Municipal Dynamics CRM
2013-07-22 11
• 311Constituent
Management
• Small Business Enterprise Centre
• Economic Development Outreach
Economic Development
• Fire & Emergency Call Logging
• Heritage Databases
Municipal Operations
Dynamics CRM for Municipal Economic Development
• Simplifies event management and attendee registration processes
• Inquiries can be automatically tracked using Activities or entered on a periodic (daily/weekly/monthly) basis
• Non-CRM inquiries including Website Hits can also be tracked
• Complete tracking for consultations and subsequent follow-up activities
• Dialog driven processes greatly simplify data entry
• Automatic generation of Consultation Follow-up reminders
Dynamics CRM User Defined Dashboards
Dynamics CRM for Municipalities
Page 15
• 311Constituent
Management
• Small Business Enterprise Centre
• Economic Development Outreach
Economic Development
• Specialized Systems
• Heritage Databases
Municipal Operations
Dynamics xRM Municipal Business Operations Solutions
Municipalities must also manage a wide range of city services provided to their constituents including building permits, water and other services.
Dynamics CRM enables municipalities to monitor and track city service information and relationships required for better decision-making and business interaction.
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Dynamic CRM On Premise or Online
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2013-07-22
Microsoft Dynamics CRM Demonstration
December 12,2013
