Agentschap Ondernemen centralizes knowledge and improves service provision to companies

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The Enterprise Agency is using Microsoft Dynamics CRM Online, customized by Net IT, as its central knowledge database for all departments. The agency uses the software to organize its core tasks, such as request processing, providing information to companies, and organizing events. These processes now run in a uniform and structured way, providing all the desired monitoring options. This benefits the quality of their service provision.

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Agentschap Ondernemen centralizes knowledge and improves service provision to companies

  1. 1. Agentschap Ondernemen centralizes knowledge and improves service to companies The Enterprise Agency is using Microsoft Dynamics CRM Online, customized by Net IT, as its central knowledge database for all departments. The agency uses the software to organize its core tasks, such as request processing, providing information to companies, and organizing events. These processes now run in a uniform and structured way, providing all the desired monitoring options. This benefits the quality of their service provision. www.net-it.be tel. +32 (0)9 361 82 33 sales@net-it.be country: Belgium sector: government profile The Enterprise Agency is a Flemish government agency that supports the Economy, Science and Innovation policy domains. It was created in 2009 by the merger of the Economy Agency (Agentschap Economie) and the Flemish Enterprise Agency (Vlaams Agentschap Ondernemen). The organization employs 280 people. challenge The various departments within the Enterprise Agency used to work with a management system they developed themselves, but after 14 years it was ready for modernization. Certain departments with specific assignments used to work with sepa- The new information system contains all the available contact information for clients alongside internal contact details. It serves as a starting point that stores all contact information such as queries, emails, participation in events and subscriptions for newsletters. Employees who are visiting companies can for example first check all the history before they go. The centralized approach enables Net IT to set workflows and link the new CRM system to the Central Enterprise Databank (Verrijkte Kruispuntbank voor Ondernemingen – VKBO), amongst other things. This improves efficiency, saves time and reduces the risk of incorrect information. All 280 employees will have a complete overview of their clients in the short term thanks to the additional integration of systems which used to function separately. rate databases, but this made it difficult to share all Microsoft Dynamics CRM Online
  2. 2. the available information efficiently. Data was often entered manually, increasing the risk of errors. The Enterprise Agency therefore decided to implement a new central CRM system in which the new organization could save and share all contact details. solution The HP-Belgacom consortium, ICT provider for the Flemish government, took Net IT on board to realize this project. Net IT transferred all the existing information from the old CRM system to Dynamics CRM Online. The software was modified, and working processes and information management were reviewed in detail and optimized. benefits Û More efficient collaboration and information sharing, time-saving, focus on business Û Central system with correct, up-to-date information Û Better client service, knowledge management Û Collaboration with other organizations Û Data entry from the Central Enterprise Databank as an authentic source Û Cloud software without infrastructure maintenance, with high availability Û Everything runs via the reliable and userfriendly software, Microsoft Outlook software&services The Agentschap Ondernemen (Enterprise Agency) has switched to a new central information system. It stores all the contact information, requests for information, email traffic, and other details about clients. The agency is using Microsoft Dynamics CRM Online, customized by Net IT for its internal operation, for this. This optimized version of Microsoft Dynamics CRM Online has been given the name KRIS, which stands for Klant en Relatie Informatie Systeem (Client and Relation Information System). “KRIS contains information about contacts with clients, request processing and information provision, also with an events module,” says Luc Boone, ICT Manager for the Enterprise Agency. “Every request that is processed by our contact centre, every email that is sent or received, and all other relevant information is registered in KRIS together with all subscriptions for our newsletters and events.” The software automatically checks if certain people are already stored in the database and gives warnings so that duplicate contact detail entries are avoided. If clients change their own details, these changes are largely copied over by KRIS automatically. Knowledge database Information requests sent to the Enterprise Agency are received by the contact centre, an account manager or department in various ways. The requests are registered in KRIS where their further processing is also organized. The system enables the request to be found by the correct person per area of expertise, so they can deal with it from there. Knowledge sheets, which contain specialist information and guidelines for answering requests per subject, can be used for this processing. Desktop Applications “We keep a record of how every request is processed, for example to make an appointment, forward a request to a specialist, or send out emails or brochures,” says Luc Boone. “Registering everything means we can construct a knowledge database grouped per subject. We can now also generate detailed reports for the management team, which they can then use as a basis for refining the organization further.” Business Solutions Better information, better service Servers Developer Tools Windows Windows Azure Online Services Dynamics CRM Online Microsoft Services Microsoft Technologies Microsoft Security Luc Boone: “The management team can also use the software to monitor our contact centre and request processing, to guarantee the quality of our service provision.” The company information in KRIS comes from the Central Enterprise Databank, so the agency always has the official source, and this also updated overnight when the data changes in the VKBO.
  3. 3. Luc Boone, ICT Manager for the Enterprise Agency: “Sharing more information with colleagues and between our different departments means we can work more efficiently and correctly.” Information distribution via events Information provision to companies is one of the Enterprise Agency’s core tasks, and all sorts of events are frequently organized for this. The organization of information sessions, lectures and other events is run via KRIS. “The clients are placed centrally in the events module,” says Sam Vanderstraeten, Project Manager for Net IT. “All the information for sending invitations comes from KRIS, and the target audience can first be selected on the basis of a number of filter criteria such as commercial activities or requests for information. When the invitation emails are sent, they can include a link to an online registration form. This means company and contact details are already filled in. Registrations are sent to KRIS automatically. This limits the amount of manual work required by companies and the Enterprise Agency itself. In other words: it improves efficiency, saves time, and reduces the risk of incorrect information.” Everything that is involved in the organization of an event now runs via the events module: invitations, opt-in and opt-out possibilities, reminder emails, registration forms, printing of attendee lists and badges, booking of speakers, lunch and rooms, and thank you emails afterwards with feedback about the session attended and from satisfaction surveys. And because everything runs using cloud software, external organizers can also have online access to specific information. Inter-departmental operation The rolling out of the software takes place department by department. The Enterprise Agency is comprised of lots of services, including the Environmental Planning Department, Economic Support Policy Department, EFRO, Communication Department, Economy Inspection and Design Vlaanderen. “One of the main challenges was to convince users about the added value of an inter-departmental system,” says Luc Boone. “Many departments have their own way of working, with separate databases. The Flemish Enterprise Agency (Vlaams Agentschap Ondernemen – VLAO) used to work with a central information system, but after the merger of VLAO with the Economy Agency we had to find a new system that could better meet the needs of the new organization for all personnel.” “We decided not to copy the existing applications, in particular the existing CRM, in the new software,” says Luc Boone. “We also scrapped lots of components which weren’t being used at all, or hardly, and added others to optimize the agency’s processes.” Net IT worked using the so-called agile scrum project methodology for this. “This enabled users to get started with the new software very quickly, and it became obvious for everyone what the result
  4. 4. would be,” explains Jan Hofman, Director of Net IT. The aim of scrum is to have all the basic functions working as quickly as possible in a practicable system. Extra functions and other possibilities are being added afterwards month by month. This reduces the implementation time and makes the software much more suitable for the users’ concrete way of working. Luc Boone: “We were able to start using the new system, including analysis and development, after just one year. This short turnaround time is thanks to our suppliers' and internal team’s good skills.” Sam Vanderstraeten “Lots of information is now filled in beforehand on online forms. This limits the amount of manual work required by companies and the Enterprise Agency itself. In other words: it improves efficiency, saves time and reduces the risk of incorrect information.” Alongside Microsoft Dynamics CRM Online – modified to KRIS – the Enterprise Agency also uses Windows Azure cloud software. This serves as the portal site, for the data synchronization with external sources such as the VKBO and GIS, and the document management linked to KRIS. Good integration with Outlook The integration with Microsoft Outlook was, alongside its ease of use, one of the reasons why the Enterprise Agency opted for Microsoft Dynamics CRM Online. “We didn’t want to create an extra application,” explains Ivo Peeters, Database Manager for the Enterprise Agency. “The users see KRIS simply as an extra tab in Outlook.” The Enterprise Agency is trying to make everyone familiar with how to enter information for new contact persons or companies straight away as completely as possible. When everyone is comfortable with the new working method, the Enterprise Agency will also start to collaborate more with other organizations. In the longer term, companies will even be able to log in so they can for example see the status of their request. for more information For more information about Microsoft products and services, please call +32 2 503 31 13 or visit www.microsoft.be/cases, where you can read about other companies who use similar applications. For more information about Net IT, call +32 9 361 82 33 or visit www.net-it.be For more information about the Enterprise Agency, visit www.agentschapondernemen.be. Better processes and workflows “Opting for a cloud platform means our ICT department no longer needs to concern itself with bits and bytes, so they can concentrate on our organization’s business,” says Luc Boone. “We are optimizing our working processes and information management, creating better organizationwide workflows and supporting users, who are increasingly being freed from routine tasks. Sharing more information with colleagues and between our different departments means we can also work more efficiently and correctly, so we can provide a better service to our clients – the business world.”

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