Customer Situation
The NGO had fragmented citizen data and disconnected CRM systems across agencies, leading to poor collaboration, limited visibility, and lack of actionable insights for effective public service delivery.
Problem
- Discrete view of the citizen, no collaboration between agencies while working on complex feedbacks
- Disparate CRM application instances across agencies and no single view of feedbacks for effective decision making.
- Lack of actionable insights and advanced analytics features in current applications.
Solution
- Provide 360-degree view of the Citizen, seamless collaboration between agencies while working on complex feedbacks.
- Demonstration of integration capabilities by providing robust solution for email integration.
- Dynamics 365 online solution to handle citizens’ feedback, enquiries, complaints, suggestions, compliments, appeals, views, opinion from various touch points.
Benefit
- Collaboration among agencies to address complex case requests and reduce the case resolution time.
- Streamline case process across different agencies and follow service standards as per Government policy.
- Actionable Insights on customer satisfaction and operations metrics across multiple business units helps the business leaders to take the right ROI decision.
- FMS system improves the efficiency of public officers in managing public feedback and provide seamless experience to citizens
- Enable onboarding of 40+ agencies to the FMS system