Unifying contact management with an agency-wide CRM
How Aciron does it
Every business has different requirements for a customer relationship management system. How can a stakeholder choose between Salesforce or Microsoft Dynamics? Our team measured exactly what the government agency needed. Our recommendation of the best solution related to internal IT organization and business development.
An independent, quasi-public agency that provides financing for affordable housing had an agency-wide 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 single, consolidated system of record. It would manage all divisions' contact information to support their growing business development efforts. In addition, it could improve the customer service experience for their customers.
Aciron began the engagement by conducting user interviews with key stakeholders from across the agency. It included representatives from each of the agency's departments. During these meetings, they discussed the current process. The major pain points users were experiencing involved managing their department's contact information. Upon completion of the requirements gathering interviews, we determined the priorities of each department's CRM needs. The needs related to the overall company CRM goals by categorizing them into “Must Have” and “Nice to Have” buckets. After analyzing these requirements, we created a decision matrix. It outlined the features of leading CRM vendor solutions addressed to the agency’s needs. The decision matrix highlighted the agency's requirements, their priorities, and whether the CRM solutions adequately fit the “Must Have” lists. By analyzing the decision matrix, Aciron and the client were able to narrow down the list of CRMs. It came down to the two most promising solutions: Salesforce and Microsoft Dynamics.
After narrowing down the potential solutions, Aciron's consultants conducted a thorough assessment of the features of both Salesforce and Microsoft Dynamics. Aciron used in-depth research and experience with both systems to review if the client's "Must-Have" requirements were addressed. We included each system's pros and cons. Our team compiled these findings and our final solution in a presentable report. The client was then in a position to make an informed decision about which CRM to implement.
• The agency is already using Office 365 and other Microsoft technologies, so Dynamics will integrate seamlessly with their other systems. Plus, the agency already had a number of Dynamics licenses at their disposal.
•The client already has internal IT resources to support Dynamics.
• Dynamics offers single sign-on capability for users, which was a critical requirement for the agency.
Currently, the agency is still determining the best way to move forward with implementation. It's unclear in what capacity Aciron's consultants will assist. The agency has fully implemented Dynamics as the single platform for capturing and managing information about contacts. They hope to improve efficiency of contact management. The agency is eager to more accurately track all touch points. In addition, communications they have with external entities will be filed so that they can analyze their business development and improve customer service.