Unifying Contact Management with an Agency-Wide CRM

Case Study: CRM Software Evaluation

Service: Software Evaluation and Selection ››

Industry: Government

Company TypePublic


An independent, quasi-public agency that provides financing for affordable housing had a need for a unified customer relationship management (CRM) system. The agency was capturing and managing contact information in several different systems. There was no standardized process between the agency’s different divisions. The organization was looking to create a system to manage all divisions’ contact information. In addition, the system would support their growing business development needs. For this reason, the agency hired Aciron to conduct a thorough assessment of their CRM needs. Aciron would also evaluate CRM options in the marketplace and recommend a CRM system that would best meet the agency’s needs.

How We Added Value:

Conducted user interviews with key stakeholders from across the agency. The Aciron project team worked closely with the client’s key stakeholders to discuss, analyze, and capture all CRM needs and priorities. This included the ability to track contact information and contact communications, generate reports, and manage marketing campaigns.

Determined the priorities of each department’s CRM needs in relation to the overall company CRM goals by categorizing them into “Must Have” and “Nice to Have” buckets. Afterward, we created a decision matrix outlining how the features of leading CRM vendors’ solutions addressed the agency’s needs. As a result, Aciron and the client were able to narrow down the list of CRMs.

Evaluated the features of two CRM options to provide the client with insightful recommendations. To conduct this assessment, Aciron worked with the CRM vendors’ representatives, conducted in-depth research and used our experience with both systems. We reviewed the client’s “Must-Have” requirements and each system’s pros and cons. Our team compiled these findings and our final recommendations in a report. 


Aciron conducted user interviews, gathered and prioritized CRM requirements, and performed the vendor evaluation and analysis. As a result, Aciron recommended that the client select Microsoft Dynamics as their CRM system.

Currently, the agency is still determining the best way to move forward with implementation. The agency is also eager to more accurately track all touch points and communications they have with external entities. Thus, allowing them to analyze and improve their business development and customer service efforts.

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