HOME     MENU     SEARCH     NEWSLETTER    
NEWS & INFORMATION FOR TECHNOLOGY PURCHASERS. UPDATED 12 MINUTES AGO.
You are here: Home / Security Solutions / SAP Launches CRM for Govt. Agencies
SAP Launches CRM for Governmental Contact Centers
SAP Launches CRM for Governmental Contact Centers
By Barry Levine / NewsFactor Network Like this on Facebook Tweet this Link thison Linkedin Link this on Google Plus
PUBLISHED:
AUGUST
27
2012


Can governments provide better and more efficient service to citizens through Relevant Products/Services relationship management systems? SAP thinks so.

Earlier this month, SAP AG released its Relevant Products/Services rapid deployment solution for citizen contact centers. Part of the German company's Urban Matters program, the solution is intended to streamline governmental multi-channel contact centers, through delivery of services and information across communication types.

'Achieve Quick Results'

The company said the software uses pre-configured content and pre-defined services that are specifically designed for these uses. Supported channels include phone, e-mail, Web, and chat, and SAP said the offering can be deployed in under three months, thanks to pre-configuration and rapid deployment methodology.

Jens Romaus, senior vice president and global head of Public Services Industry Solutions at SAP, said in a statement that the solution "can be deployed quickly for a fixed cost," helping governments to "achieve quick results while minimizing the risks typically associated with a new software project."

A shared service model concept is utilized, so that CRM capabilities can be reused on other projects. Channels for social media and Relevant Products/Services devices can also be added as an extension to the citizen contact center solution, when needed. In addition to this support for citizen contact centers, SAP offers other public section solutions in its Urban Matters program for social services, public security, tax and revenue management, citizen services and grantor management.

We asked Charles King, an analyst with business technology research firm Pund-IT, if governments represent a growing market for CRM. He replied that they've "not traditionally been the fastest adopters of new technology," but "continuing cost pressures" mean that they need to look to technology to save money and improve services.

Pitching to Governments

King also noted that there may be a divide along generational lines as to which citizens will benefit from technology like CRM, such as younger people utilizing CRM services more than older ones. But King pointed out that various kinds of Web-based citizen services are becoming commonplace in some U.S. states, such as his state of California, where much of the interaction for jury duty, for instance, can be handled online.

Increasingly, CRM vendors are pitching their products to the governmental market, composed of agencies that are, ostensibly, entirely in the business of providing services for and to citizen-customers. For instance, Oracle has said that its CRM Public Sector, part of its Social Services Suite, is one of the first off-the-shelf software solutions created specifically for social services.

In Oracle's case, the CRM solution is part of an integrated platform for government, the Social Services Suite, which provides tools for determining eligibility, managing cases, increasing caseworker efficiency, and improving overall program effectiveness.

Similarly, Sunnyvale, California-based KANA Software has a Service Experience Management platform that includes CRM and Web-based customer service, along with business process management, knowledge management and social media. The company said the platform, which can be cloud-based or delivered on-premise, has been used by more than 250 governmental agencies.

Tell Us What You Think
Comment:

Name:

Like Us on FacebookFollow Us on Twitter
MORE IN SECURITY SOLUTIONS

NETWORK SECURITY SPOTLIGHT
The new Snapdragon 820 chip by Qualcomm hopes to strike a blow against malware targeting smartphones by using machine learning to better identify malicious code, the company announced Monday.

ENTERPRISE HARDWARE SPOTLIGHT
Is Windows 10 killing the PC market? Something is going on. IDC predicts worldwide PC shipments will fall 8.7 percent in 2015 -- and shipments aren’t expected to stabilize until 2017.

NEWSFACTOR.COM
NEWSFACTOR NETWORK SITES
NEWSFACTOR SERVICES
© Copyright 2015 NewsFactor Network, Inc. All rights reserved. Member of Accuserve Ad Network.