Sustainability Victoria implemented a Dynamics CRM solution using an agile approach to streamline processes, reduce paper usage, and create a single view of stakeholders. The implementation integrated CRM with Microsoft products like Outlook, Excel, and SharePoint. It reduced approval processes from 24 signatures to one, and manual campaign tasks from 12 hours to 30 minutes. Other government agencies have taken notice of the success and are interested in similar transformations.

1. SUSTAINABILITY VICTORIA SETS AGILE
EXAMPLE FOR GOVERNMENT AGENCIES WITH CRM
IMPLEMENTATION
Approving contracts
has been streamlined
from 24 paper-based
signatures to just one.
Manual tasks
associated with
managing campaigns
and events reduced
from 12 hours to
30 minutes.
Combining 20
stakeholder datasets
gives all departments
a single view of
previous interactions.
“It’s very different from the way government agencies usually work because it’s much more collaborative and there’s
much deeper engagement on both sides. This was one of the key strengths we found in SMS. It was our first agile
project but it produced a much better result than we could have hoped for using more traditional procurement methods.
We’ve become very strong advocates.”
Chris Moon, Information Systems Business Manager, Emergency Management Victoria
DYNAMICS INTEGRATION
FOR COLLABOARTION
Microsoft Dynamics CRM integrated
with its broad range of existing
Microsoft products including Excel
spreadsheets, Outlook emails,
Sharepoint collaboration software
and the Skype for Business
communications platform.
SINGLE VIEW OF
STAKEHOLDERS
Sustainability Victoria has drastically
improved its business processes
and created a single view of key
stakeholders. The agile nature of the
project has attracted the attention of
other government agencies and been
nominated for awards.
PAPER-BASED
PROCESSES
The agency was heavily reliant on
paper-based processes and had
a very fragmented view of key
stakeholders including local councils,
other government agencies and
potential investors.
Sustainability Victoria advises individuals, businesses and other
government agencies on a broad range of topics including
climate change, food waste and long-term recycling initiatives.
For over 19 years, SMS has held one of the strongest and most respected
Microsoft technology capabilities, across a broad range of industries, in
Australia. Multiple national award winners with demonstrable results,
SMS is a dedicated Microsoft partner capable of helping your organisation
leverage Microsoft solutions and do more with less.
Gold Cloud Customer Relationship Management
Gold Cloud Productivity
Gold Hosting
Gold Customer Relationship Management
Gold Collaboration and Content
Gold Intelligent Systems
Gold Application Development
Gold Data Platform
Gold Data Analytics
Silver Application Integration
Silver Project and Portfolio Management DYNAMICS CRM BI ANALYTICSOFFICE 365 AZURE
www.smsmt.com

2. BACKGROUND
Sustainability Victoria provides guidance to individuals, businesses and other government agencies with a focus on driving
behavioural change. It works closely with local councils and businesses on awareness campaigns for a broad range of
sustainability topics including climate change, food waste and regional recycling.
For an agency focused on environmental responsibility, Sustainability Victoria was heavily reliant on paper-based processes.
It also had a very fragmented view of key stakeholders including local councils, other government agencies and potential
investors. Combined, these two business challenges were really hurting efficiency, while marketing had limited campaign
execution ability.
CREATING A SINGLE VIEW
Sustainability Victoria’s digital transformation was based on an implementation of Dynamics CRM with integration to its broad
range of other Microsoft products. The management of campaigns and events has been opened up to a much broader pool and
a process that previously took 12 hours of manual tasks now takes 30 minutes.
Procurement is now an electronic process and final contracts are the only documents that need to be signed. Approvals no
longer sit in a paper in-tray, but actioned through a smartphone to keep a project moving. Combining more than 20 stakeholder
datasets has given different departments around the agency a clear view of previous conversations and relevant projects.
Outlook emails and Skype for Business phone conversations can be saved in the CRM system with a single click. Integrating
CRM with Sharepoint collaboration software and Excel spreadsheets has rapidly reduced the duplication of data. Every
interaction feeds into a single view of that stakeholder.
EMBRACING AGILE
SMS Management Technology (SMS) recommended the agile approach during a review of existing systems and guided
the agency’s internal team through the process. A first release of the solution, which transformed contract management and
procurement processes, was live within four months. A second release focused on improving campaign management and
stakeholder engagement followed three months later.
By adopting agile processes, Sustainability Victoria and SMS were in constant collaboration. Early versions of the software were
made available across the agency, greatly improving risk management as internal stakeholders were provided with regular
updates and knew the project was on track. Sustainability Victoria was responsive to feedback and SMS made changes quickly.
SPREADING THE WORD
The project has been nominated for the 2016 Australian Government ICT Awards and will also be put forward for the Australian
Information Industry Association’s iAwards. News of success spreads quickly in government circles and Sustainability Victoria has
fielded queries from state and federal agencies including the Department of Finance, Parks Victoria and the NSW Environmental
Protection Agency.
“We’re helping other agencies break out of a mindset that’s focused on suppliers and phone-book-
sized lists of requirements. It’s much more productive to think of the relationship as a partnership
with costs based on the supply of time and materials.”
Chris Moon, Information Systems Business Manager
Sustainability Victoria
www.smsmt.com
ABOUT SMS
A leader in advisory, solutions and managed services, SMS cultivates innovation, digital, mobile and
design-led business and technology capability to empower organisations across all industry sectors.
With over 1600 staff across Asia Pacific, SMS promotes and delivers next-generation customer-
centric outcomes for their clients.