Governments can create a central online resource where citizens can look up information about events and services, apply for permits or licenses, pay bills and fines, or log reports and requests. Governments can also provide access to relevant data such as weather, traffic, pollution air quality, or unemployment

1. 2013-07-22
Microsoft Dynamics
CRM for Municipalities
December 12,2013

2. NetDexterity and Municipal DynamicsCRM
2013-07-22 2
• 311
Constituent
Management
• Small Business Enterprise Centre
• Economic Development Outreach
Economic
Development
• Fire & Emergency Call Logging
• Heritage Databases
Municipal
Operations

3. City of Birmingham – 311 contact center
We chose Microsoft
Dynamics CRM because the
technology is proven and
will continue to steadily
improve in the future.
Brian Malone
311 Call Center Director
City of Birmingham
Document
preparation time
reduced by
65%

4. Constituent Relationship Management
Almost every municipality deals with a wide variety of requests from
constituents. These calls can arrive in the city offices, in departmental
offices and also into the information request call centers, or 311 facilities.
Requests come through various channels (for example);
• Phone Calls
• Email
• Web

5. Constituent Relationship Management
• Integrated into Outlook for a familiar
and efficient User Interface

6. Insert a CRM Outlook pic here with
Emails and track option
Constituent Relationship Management
Handling e-Mail Requests
• Service Agents are
able to efficiently
and easily track
incoming emails
from Constituents

7. Consolidation of Interactions with Resident
• Need Slide to show consolidation of all channel history

8. Constituent Relationship Management
Handling e-Mail Requests
• Service Agents have
access to an up to date
Knowledge Database
to respond in an
efficient and accurate
fashion.
Insert a CRM Outlook pic here with
KB

9. Constituent Relationship Management
Handling e-Mail Requests
• Information Sent
out is consistent
and accurate.
Insert a CRM Outlook pic here with
Article Attached.

10. Constituent Relationship Management
Document Management
• Direct access to
documents in
SharePoint from CRM
means Agents can
provide more efficient
and faster service.
Page 10

11. NetDexterity and Municipal DynamicsCRM
2013-07-22 11
• 311
Constituent
Management
• Small Business Enterprise Centre
• Economic Development Outreach
Economic
Development
• Fire & Emergency Call Logging
• Heritage Databases
Municipal
Operations

13. Dynamics CRM for Municipal Economic Development
• Simplifies event management and attendee registration processes
• Inquiries can be automatically tracked using Activities or entered on a
periodic (daily/weekly/monthly) basis
• Non-CRM inquiries includingWebsite Hits can also be tracked
• Complete tracking for consultations and subsequent follow-up
activities
• Dialog driven processes greatly simplify data entry
• Automatic generation of Consultation Follow-up reminders

14. Dynamics CRM User Defined Dashboards

15. Dynamics CRM for Municipalities
Page 15
• 311
Constituent
Management
• Small Business Enterprise Centre
• Economic Development Outreach
Economic
Development
• Specialized Systems
• Heritage Databases
Municipal
Operations

16. Dynamics xRM Municipal Business Operations Solutions
Municipalities must also
manage a wide range of city
services provided to their
constituents including
building permits, water and
other services.
Dynamics CRM enables
municipalities to monitor
and track city service
information and
relationships required for
better decision-making and
business interaction.

17. DynamicCRM On Premise or Online
17

18. 2013-07-22
Microsoft Dynamics
CRM Demonstration
December 12,2013

19. ThankYou – Questions?
Glen.Howie@NetDexterity.com
Debbie.Giles@NetDexterity.com
www.NetDexterity.com
2013-07-22 19