Organizations and government agencies tasked with helping those in need are increasingly turning to customer
relationship management (CRM
) systems to help run their operations more efficiently and more effectively.
As examples, Microsoft points to three health and human service (HHS) organizations that recently chose Microsoft Dynamics CRM to help improve the services they provide within their tight budget constraints. Marie Huwe, a general manager for Microsoft Dynamics, wrote about their experiences and shared thoughts about the benefits Dynamics CRM is providing.
The three organizations include Our Kids of Miami-Dade/Monroe in Florida, the Ohio Department of Developmental Disabilities, and the Mississippi Department of Mental Health.
Huwe writes that all three decided to use Dynamics CRM because it offers the flexibility, integration options, security features, and ease of use needed for their particular implementations. Let's take a look at each solution.
Our Kids of Miami-Dade/Monroe
This organization is a government contractor that provides adoption and foster care services to at-risk children in Florida's Miami Dade and Monroe counties. Our Kids needed a central system to help its 100-person staff manage cases. It also needed to consolidate three legacy systems into one, and then integrate them with its existing Microsoft technology.
Dynamics CRM now gives the staff at Our Kids an instant view of data pertaining to specific child cases, tapping into resources from schools, medical agencies, and juvenile justice bureaus.
"With Microsoft Dynamics CRM, processing time has been cut in half, helping us tackle urgent cases as they come in," said Dave Harland, director of Applications Development for Our Kids.
Looking ahead, the team at Our Kids also intends to use Dynamics' advanced data analytics to mine its database in order to predict and more quickly identify potential abuse cases -- preventing harm before it happens.
Ohio Department of Developmental Disabilities
When first considering Dynamics CRM, the Ohio Department of Developmental Disabilities was in the familiar position of running a large case management system -- this one with roughly 100,000 clients -- while facing typically tight governmental budget constraints.
The department ultimately built a system dubbed "Imagine" around Dynamics CRM and that system now enables 3,000 users spread across 18 counties to collaborate. It offers an approachable way for clients to manage their information, and, it helps the organization's staff to better serve clients and to work more efficiently with Medicaid and other outside agencies.
"We have waiting lists of people waiting to be served. Individuals wait for approval for Medicaid waiver dollars, even if all that person needs is five hours of respite or a ride every Friday," said Kathy Casagrande, assistant chief information officer for the department. "Now, with the Imagine system built using Microsoft Dynamics CRM, we can see those pressing needs and solve them quickly and locally without having to send an individual through a system to get Medicaid approval." (continued...)
Posted: 2014-08-28 @ 11:40am PT
It's amazing to see so many important organizations still running on decade+ old systems or paper and pencil. Especially in government!
The public sector is plagued with long wait times, bad service, and poorly coordinated staff. Having CRM will definitely make a difference here.