Government agencies are increasingly faced with the challenge of trying to improve the constituent experience while reducing or operating within budget. They are overwhelmed by inquiries from all types of constituents-whether they are taxpayers, senior citizens, soldiers, or businesses operating in a particular market. These constituents are the agency's customers, and they should be treated as such. The public's expectation for speedy and accurate service has gone up considerably, because of their experiences with voice automation, email and web self-service in the private sector. So government agencies must somehow fulfill these rising expectations, while simultaneously coping with growing volume and shrinking budgets.
CRM is a secure, scalable and high performance solution designed to meet the challenges of relationship management and service delivery. CRM enables a consistent, holistic view of the constituent-capturing every contact automatically regardless of where or when the contact was made. Constituents and government can connect through any channel-telephone, web, face-to-face, faxes, e-Mail, even text messaging-to capture information and start addressing needs immediately.
Government organisations can revolutionise how they treat their citizens with Microsoft Customer Care Framework - a software product that supports the rapid, flexible, and cost-effective development and deployment of customer care solutions. Please click below to download the white papers.
