Preconfigured templates for service requests that can be tailored to specific Council requirements.

1. Building relationships that
drive success
Overview of Council service request solution
using Dynamics 365 platform

2. Commercial in Confidence
CRM Partners
Our Mission is to develop innovative cloud based solutions that deliver positive business
outcomes
CRM Partners is a cloud born company that delivers customised online solutions by working collaboratively to
build authentic relationships that deliver positive business outcomes.
Microsoft Silver Cloud Partner
As a certified Microsoft Partner, CRM Partners specialise in building and supporting complete cloud solutions.
This certification recognises CRM Partners expertise in delivering high quality online solutions.
Office 365 Azure Intelligence
Enterprise
mobility
suite
Dynamics
365
(Business
Apps)
Disability

3. Commercial in Confidence
Dynamics 365 for Councils
Working with councils to demonstrate the Microsoft Dynamics 365 platform as an enabler for service delivery
through digital channels.
CRM Partners have configured a council solution based on local government insight on the
Dynamics 365 platform.
Click on the image to preview the features
Key Features of the solution
• Responsive web portal
• SMS & email notifications
• Social media integration
• Live chat (unified service desk and co-browsing)
• Payment gateway with PCI compliance
• Service and permit request templates
• Context aware (location services)
• Escalation, workflow and business rules
• No code (use of pre-built templates to provision services)
• Search for knowledge artefacts and service requests
• Support of 43 languages
• Supports API integration using Azure logic apps to council systems
• Supports single sign on for councils staff
• Supports local and open authentication via web portal (optional)

4. Commercial in Confidence
Overview of Microsoft platform for Councils
The next generation business applications in the cloud enabling Councils to be more productive, intelligent and
adaptable
Website and customer
engagement platform
Dynamics 365 platform
Microsoft Dynamics cloud based solution, seamlessly integrates, brings power of Cortana intelligence, Power BI and Azure
machine learning to streamline operations, cut costs and increases efficiency.
The self service portal helps deliver exceptional customer service, increases customer engagement and satisfaction.
• Councils can quickly build best in-class self service portals with no developers required.
• A seamless customer experience with a responsive design that is optimised for mobile, tablet and desktops.
• Secure and configurable foundation with local and federated authentication.
• Engage audience with email subscriptions, social conversations flow in community discussion forums.

5. Commercial in Confidence
Solution overview for Councils
The proposed solution will enable Councils to deliver services online using the Microsoft Dynamics 365
platform. The platform will improve community engagement and deliver services via digital channels.
Target
+%
Individuals
Council Online Channel
Current
-%
Target
+%
Current -
%
Businesses
Workflow and rules engine (Dynamics 365)
Service request gallery (Dynamics Portal)
Integration to line of business applications and digital channels
Integration (Azure Logic Apps or Biz Talk services)

6. Commercial in Confidence
Service request management
The solution comes with pre-built templates for services that are local government specific. Custom service
requests and permits can be configured without or minimal code
Preconfigured templates for
service requests that can be
tailored to specific Council
requirements.

7. Commercial in Confidence
Sample screen shots for missed bin collection
The template includes simple contextual designed pages that are easy to use with location services and
address validation to ensure properties are within the Council region
Missed bin collection service request on a mobile interface that is customer facing with
live chat, co-browsing, location services and notifications (SMS and email)

8. Commercial in Confidence
Sample screen shots for a waste collection request
The template includes property lookup, validation of requests submitted per annum and pick up schedule
options based on Councils route plan
Waste collection service request on a mobile interface that is customer facing with
live chat, co-browsing, location services and notifications (SMS and email)

9. Commercial in Confidence
Sample screen shots for graffiti report
The template includes location services and photo upload functionality (one or multiple)
Report a graffiti on a mobile interface that is customer facing with
live chat, co-browsing, location services, photo upload and notifications (SMS and email)

10. Commercial in Confidence
Sample screen shots for food safety complaint
The template includes location services and an simple questionnaire to submit a complaint
Report a food safety complaint on a mobile interface that is customer facing with
live chat, co-browsing, location services and notifications (SMS and email)

11. Commercial in Confidence
Sample screen shots for tree service request
The template includes locations services including property address validation to ensure the property is within
the Council region
Tree service request on a mobile interface that is customer facing with
live chat, co-browsing, location services and notifications (SMS and email)

12. Commercial in Confidence
Sample screen shots for street lighting service request
The template includes location services to validate if the complaint belongs to the Council region and provide
accurate details to sub-contractors
Street lighting service request on a mobile interface that is customer facing with
live chat, co-browsing, location services and notifications (SMS and email)

13. Commercial in Confidence
Sample screen shots for sign missing or damaged service request
The template includes location services to validate if the complaint belongs to the Council region and provide
accurate details to sub-contractors
Sign missing or damaged service request on a mobile interface that is customer facing with
live chat, co-browsing, location services and notifications (SMS and email)

14. Commercial in Confidence
Sample screen shots for footpath service request
The template includes location services to validate if the complaint belongs to the Council region and provide
accurate details to sub-contractors
Footpath service request on a mobile interface that is customer facing with
live chat, co-browsing, location services and notifications (SMS and email)

15. Commercial in Confidence
Sample screen shots for pothole service request
The template includes location services to validate if the complaint belongs to the Council region and provide
accurate details to sub-contractors
Pothole service request on a mobile interface that is customer facing with
live chat, co-browsing, location services and notifications (SMS and email)

16. Commercial in Confidence
Sample screen shots for park maintenance service request
The template includes lookup to parks that belong to the Council region
Park maintenance service request on a mobile interface that is customer facing with
live chat, co-browsing, location services and notifications (SMS and email)

17. Commercial in Confidence
Sample screen shots for noise complaints
The template includes location services to validate if the complaint belongs to the Council region
Noise complaints on a mobile interface that is customer facing with
live chat, co-browsing, location services and notifications (SMS and email)

18. Commercial in Confidence
Sample screen shots for a tree down service request
The template includes location services to validate if the complaint belongs to the Council region and provide
accurate details to sub-contractors
Tree down service request on a mobile interface that is customer facing with
live chat, co-browsing, location services and notifications (SMS and email)

19. Commercial in Confidence
Sample screen shots for a abandoned vehicle report
The template includes location services to assess if the complaint belongs to the Council region and photo
upload functionality to assess the report
Abandoned vehicle report on a mobile interface that is customer facing with
live chat, co-browsing, location services, photo upload and notifications (SMS and email)

20. Commercial in Confidence
Additional features
The solution is packaged with additional features like search service request status, service request on a map
and submission of page feedback
The solution can be tailored to unique requirements of individual Councils

21. Commercial in Confidence
Contact us
Call us on 03 8679 4128 or email us on info@crmpartners.com.au
Visit our council portal site https://councilportal.microsoftcrmportals.com/311/