Unifying contact management with an agency-wide CRM
How Aciron does it
How can a stakeholder choose between Salesforce or Microsoft Dynamics? Our team measured exactly what this government agency needed. Overall, our recommendation related to IT organization and business development. This agency needed business process consulting.
To start, an independent, quasi-agency provided financing for affordable housing. In short, the company needed a unified customer relationship management (CRM) system. The agency, however, was managing contact information in several different systems. In other words, there was no standardized process between the agency's divisions.
The organization was looking to create a single system of record. For instance, it would manage all divisions' contact information to support their growing business development efforts. In addition, it would improve the customer service experience for their customers.
Firstly, Aciron began the engagement by conducting user interviews with key stakeholders. Moreover, this included representatives from each of the agency's departments. During, these meetings they discussed the current process. The pain points users were experiencing, however, involved managing their department's contact information.
Upon completion of the requirements gathering interviews, we determined the priorities of each department's CRM needs. Most importantly, the needs related to the company CRM goals. To do this, we categorizing them into “Must Have” and “Nice to Have” buckets. Most importantly, after analyzing these requirements we created a decision matrix for their customer relationship management system. For example, it outlined the features of leading CRM vendor solutions.
The decision matrix highlighted the agency's requirements, priorities, and whether the CRM solutions fit the “Must Have” list. By analyzing the decision matrix, Aciron and the client narrowed down the CRM list. In short, it came down to these promising solutions: Salesforce and Microsoft Dynamics.
After narrowing down the potential solutions, Aciron's consultants conducted an assessment. To clarify, it consisted of both Salesforce and Microsoft Dynamics features. Aciron used in-depth research and experience with both systems. Overall, we reviewed if the client's "Must-Have" requirements were addressed.
Further, we included each system's pros and cons. Our team compiled these findings and our solution in a presentable report. After, the client made an informed decision about which CRM to implement.
After conducting user interviews, gathering CRM requirements, and performing the vendor analysis, Aciron suggested that the client select Microsoft Dynamics.
We made this recommendation, however, for the following reasons:
• The agency is already using Office 365 and other Microsoft technologies. So, Dynamics will integrate seamlessly with other systems. Plus, the agency already had several Dynamics licenses at their disposal.
•The client already has internal IT resources to support Dynamics.
• Dynamics offers single sign-on capability for users. This was a critical requirement for the agency.
Currently, the agency is determining the best way to move forward. Further, it's unclear in what capacity Aciron's consultants will assist. Meanwhile, the agency has fully implemented Dynamics as the single platform. Overall, it helps capturing and managing contact information.
In conclusion, they hope to improve contact management. Similarly, the agency is eager to track all touch points. In addition, communications with external entities will be filed. Subsequently, they can analyze their business development and improve customer service.