Institute of Public Administration | Microsoft Dynamics CRM

Customer Success

• System users are empowered
• Delivery of good quality information across the organisation
• Microsoft Dynamics CRM integrates with other Microsoft Office applications
• The centralised CRM system is pivotal for the tracking of leads, complaints, selected correspondence (paper, email), marketing campaigns and tenders
• The CRM’s electronic workflow has resulted in greater automation of key processes and relevant personnel can now check the current status of a work request at any given time

Challenges

• The IPA required a Customer Relationship Management (CRM system)
• A major IT objective for the IPA was to consolidate a series of fragmented CRM systems into one database

Solution

• Microsoft Dynamics CRM rolled out to the IPA’s specialist training division
• The centralised CRM system is pivotal for the tracking of leads, complaints, selected correspondence (paper, email), marketing campaigns and tenders
• The CRM’s electronic workflow has resulted in greater automation of key processes and relevant personnel can now check the current status of a work request at any given time
• The IPA is now running a centralised customer database with a solution that records contact with their customers phone calls, emails and faxes so that a full and detailed picture can be built up for each and every customer. Fragmentation and duplication are no longer issues while efficiency and accuracy of data are improved