The Ministry of Business, Innovation and Employment (MBIE) is installing Microsoft Dynamics customer relationship management (CRM) software. The two-phase implementation at MBIE’s Christchurch-based service centre began last month, according to Microsoft, with the full roll-out expected to be completed by the middle of this year.
Jeremy Dickson, manager of the ministry’s business service centre, says in a media statement that the Dynamics CRM package would give the ministry a clearer picture of the issues it needed to pay attention to, and also the time taken and cost to resolve them.
Dickson says one of his aims was to eliminate the need for people to follow up on, or re-explain, their initial enquiries or contacts with the ministry.
Microsoft says its CRM system will assess a call and link the ministry’s front-line call staff to relevant parts of its knowledge store in real time and minimise the caller’s exposure to the interactive voice response system.
“The new technology will allow us to enhance the human element of the contact process,” says Dickson.
“Until now we’ve had a case-based CRM product without an underlying client structure – so when you called us we dealt with your case but we were less informed to the other ways we could help your business. We will now be more informed, helpful and able to add greater value to interactions."
The ministry says it has completed the testing phase, making process improvements in the course of testing, and has already logged more than 16,000 cases in the new system.
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