Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Enterprise I.T.
DDoS Protection Powered By Verisign
Average Rating:
Rate this article:  
Grand Rapids Cuts Costs with Microsoft Dynamics CRM

Grand Rapids Cuts Costs with Microsoft Dynamics CRM
By Jennifer LeClaire

Share
Share on Facebook Share on Twitter Share on Linkedin Share on Google Plus

The Microsoft 311 Service Center accelerator and Microsoft Dynamics CRM solution help lower administration costs by consolidating back-office government functions. The new system also encourages collaboration among departments, also helping to keep costs down, according to Ryan Harris, CRM Practice Manager for the City of Grand Rapids.
 


Local governments have a two-fold challenge in the current political and economic environment: drive greater transparency and reduce operational costs. Put another way, citizens want assurance that their elected officials are running lean operations -- but they aren't willing to sacrifice service and they don't want bureaucratic red tape.

The City of Grand Rapids, Mich. rolled out a 311 citizen service and information department to tackle just those challenges. The department offers a single number to call for a variety of requests and issues, as well as a web portal where citizens can submit requests and monitor city performance.

"In addition to allowing citizens to submit requests through just one phone number or online, we needed a system that could manage service activity and citizen requests across 30 departments," explained Ryan Harris, CRM Practice Manager for the City of Grand Rapids. "In the past, each department had managed requests, citizen information, and billing with its own system, and there was no way to share information among departments."

Cutting the Red Tape

After researching several solutions -- including software from salesforce.com and Motorola -- the city settled on Microsoft Dynamics CRM. Grand Rapids officials deployed the core tech as well as the 311 Service Center accelerator, which offers a pre-built framework to help local governments deploy citizen service centers. The solution uses workflows to automate request routing to the right department. Detailed reporting allows city managers to track the resolution of a single request, or to report on the performance of one or more departments.

"The Microsoft Dynamics solution set itself apart from the other solutions with its lower pricing model, as well as the flexibility to deploy the solution on-premises for now and then migrate to the cloud in the future," said Harris. "We also benefit from Microsoft's common technology framework -- which many IT solution providers have expertise in."

The result: Grand Rapids can more easily respond to citizen requests, provide information, manage back-office processing, and leverage resources more efficiently. Because the solution integrates closely with the city's Microsoft SharePoint, Microsoft Outlook and Microsoft Exchange solutions, the city gains even more efficiency improvements by being able to quickly access all the files and documents related to a specific request from a single interface.

Microsoft's Competitive Advantage

According to Microsoft, after the solution is deployed across all 30 departments, Grand Rapids citizens will be able to submit more than 250 types of requests and inquiries through a web portal or by calling a single phone number -- without being transferred from one department to the next. Citizens can then return to the portal to track the progress of their requests. (continued...)

1  |  2  |  Next Page >

 

Tell Us What You Think
Comment:

Name:

Joe lazer:

Posted: 2013-08-05 @ 8:07am PT
Good to see the cost benefits of implementing a CRM, Came across an interesting piece on Microsoft Dynamics that readers will find useful “Pros and cons of migrating to Microsoft Dynamics CRM from Salesforce.com” @http://bit.ly/17UgKN7



Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.


 Enterprise I.T.
1.   Target Data Breach Cost: $148 Million
2.   Data Stolen from U.S. Health Network
3.   Cisco Axes 6,000 Employees
4.   Are Robots Poised To Steal Our Jobs?
5.   NSA Brings German Encryption Boom


advertisement
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Cost of Target Data Breach: $148 Million Plus Loss of Trust
The now infamous Target data breach is still costing the company -- and its shareholders -- plenty. In fact, the retailing giant forecast the December 2013 incident cost shareholders $148 million.
 
Aruba Networks Handles Black Hat with Aplomb
It's not an easy job. Aruba Networks' task throughout the Black Hat USA conference in Las Vegas this month was to ensure thousands of attendees could connect without malicious attacks.
 
Chinese Hackers Nab Info on Millions of U.S. Patients
A group of Chinese hackers has stolen the personal information, including names and Social Security numbers, of about 4.5 million patients at hospitals operated by Community Health Systems.
 

Enterprise Hardware Spotlight
Three New Lenovo PCs Aimed at Business Users
Businesses everywhere want computing solutions that do more for less money, and Lenovo has unveiled three new desktop PCs that offer solid computing at a budget-minded price.
 
Aruba Networks Handles Black Hat with Aplomb
It's not an easy job. Aruba Networks' task throughout the Black Hat USA conference in Las Vegas this month was to ensure thousands of attendees could connect without malicious attacks.
 
Compression, Deduplication Come to Violin Concerto 2200
Violin Memory has announced that data deduplication and compression capabilities are now available on its Concerto 2200 solution. Typically, users will experience deduplication rates between 6:1 and 10:1.
 

Mobile Technology Spotlight
Apple Stock Soars Ahead of iPhone 6 Launch
The imminent release of the iPhone 6 -- and maybe even an iWatch -- has sent Apple's stock soaring to new heights. Considering what else the firm could have up its sleeve -- the stratosphere may be the limit.
 
HTC Debuts Windows Phone Version of One M8 Smartphone
HTC is bringing the Windows Phone mobile OS to its flagship One M8 device -- the first time any mainstream flagship smartphone has been offered with a choice of operating systems.
 
Verizon Earns Top Rating in Mobile Network Comparison
A new report says Verizon Wireless was the top-performing U.S. cellphone service provider in the first half of 2014, on a nationwide and state-by-state basis, as well as in metro areas.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | CRM Systems | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.