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mhance » Institute of Public Administration | Microsoft Dynamics CRM

Institute of Public Administration | Microsoft Dynamics CRM

Institute of Public Administration | Microsoft Dynamics CRM

Overview

The Institute of Public Administration (IPA) is the Irish national centre for development of best practice in public administration and public management. After choosing m-hance to address their Microsoft Dynamics CRM implementation, the organisation now enjoys greater communication efficiency across multiple locations.

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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

“The quality of m-hance’s IT expertise is exceptional. Everything we were looking for was readily available.” - Cyril Sullivan, Finance Director, Institute of Public Administration

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