Integrated CRM has been proven to be a key competitive advantage for those in the Government sector who aim to drive efficiency and productivity in their process management, information management, and customer management. Three key benefits where integrated CRM has helped Government agencies around Australia include:

Improved customer service to the public

There is a growing tendency among Government agencies to treat the public as customers. As such there is a requirement to provide a service to these customers that takes into account their specific needs, behaviours and preferences. CRM enables greater profiling of customers, allowing for a more personalised service, even though the agency will be required to service a large number of customers with a wide range of requirements. Many agencies are starting to see the benefits of marketing to improve the take up of new services being offered.

Sage customers in the Government sector have implemented Sage CRM and eMarketing as a solution to provide marketing campaigns to the public based on individuals preferences and interests. This allows for tailored communications going out to segmented audiences, which consequently improves on the inefficient means employed in the past.

Streamlining government processes

Government Agencies are currently faced with an ever-increasing pressure to provide efficient and cost-effective services. CRM assists in improving efficiency in the following areas:

• Unification of systems
• Workflow management
• Providing self service to the public

Inadequate information systems integration

Many government agencies have introduced new systems to capture data from new sources as they appear. A lot of this data is not being aggregated to a single point of reference limiting the insight the agency has over its customers. CRM allows for the unification of these systems, for example allowing users to view data from the FMIS, Contract / Project Management System, Document Management System, as well as other web based services being offered by the agency.

Read Accenture’s document “CRM in Government: Bridging the Gap”.

Solutions

• Sage Accpac ERP
• Sage ERP X3
• Sage CRM
• Sage SalesLogix
• Sage ACT!