Microsoft/Windows

Grand Rapids Cuts Costs with Microsoft Dynamics CRM

Grand Rapids Cuts Costs with Microsoft Dynamics CRM
August 2, 2013 11:11AM

Bookmark and Share
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.

APC has an established a reputation for solid products that virtually pay for themselves upon installation. Who has time to spend worrying about system downtime? APC makes it easy for you to focus on business growth instead of business downtime with reliable data center systems and IT solutions. Learn more here.

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



 Microsoft/Windows
1. Lenovo Still in Small Windows Tablets
2. How Chrome Eats Your Battery Life
3. Are These Layoffs Best for Microsoft?
4. Microsoft Axes Android Phones
5. Microsoft Will Lay Off 18,000 Workers


Have an informed opinion on this story?
Send a Letter to the Editor.
We want to know what you think.
Send us your Feedback.

 Related Topics  Latest News & Special Reports

  Juniper DDoS for High-IQ Networks
  Seagate Unveils Networked Drives
  Google Hacker Team to Hunt Bugs
  Cloud Firms Offer Azure Starter Kit
  FBI Cyber-Expert's Humble Start

 Technology Marketplace
Big Data
Unlock your enterprise data's potential. Learn how in the research report.
Are you getting everything you can out of your business data?
 
Business Intelligence
Get real-time, cloud-based information services with Neustar.
 
CIO Issues
Secure and retain skilled technology professionals. Learn how.
 
Cloud Computing
Are you getting everything you can out of your business data?
 
Data Storage
Unlock your enterprise data's potential. Learn how in the research report.
 
Enterprise Hardware
Protect your network with APC Smart-UPS battery backup
Cisco UCS Invicta Series flash memory systems
 
Enterprise I.T.
Register for an upcoming ISACA® certification exam today
Secure and retain skilled technology professionals. Learn how.
 
Enterprise Software
Unlock your enterprise data's potential. Learn how in the research report.
 
Hardware
Protect your network with APC Smart-UPS battery backup
Ferocious productivity. A fearless team of pros. Find Out More
Cisco UCS Invicta Series flash memory systems
 
Network Security
Protect your network with APC Smart-UPS battery backup
 
Small Business
Ferocious productivity. A fearless team of pros. Find Out More