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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.
"The Microsoft 311 Service Center accelerator and Microsoft Dynamics CRM solution help the city in our effort to lower administration costs by consolidating back-office government functions," Harris adds, "The new system also encourages collaboration among departments, which typically leads to even greater efficiencies in keeping costs down."
Microsoft has a long list of wins with governments on the CRM front. We asked Rob Sanfilippo, an analyst at Directions on Microsoft, for his take on why Microsoft has found so much success with government entities. He told us the company's decades of experience developing on-premises operating systems and applications is a clear competitive advantage as it brings these solutions to the cloud.
"Microsoft is also very familiar with running some of the world's largest data centers such as those hosting MSN, Bing, Hotmail, Xbox Live, and others," he said. "Thus, as cloud offerings become more mainstream, Microsoft is leveraging its expertise in both of these arenas, which also brings benefits such as a better migration story and hybrid -- on-premises and cloud -- support for customers moving to the cloud or maintaining deployments in both spaces."
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