CRM

Louisville, Kentucky has been using Hansen 7 CRM (and other Hansen 7 modules) for several years. Currently, we are in the throes of migrating to Hansen 8.

Hi all – Infor Hansen 8 is an asset management software extensively used in Canadian municipalities. It has an add-on module called Contact Centre that has built in BI functionality to help guide agents through calls & assist with selecting proper “problem codes”. These codes are used by line departments to do the field work. Anyone out there…[Read more]

You’re invited! Webcast: Best Practices for Making Customer Service Real in Government – Oct 19th, 2011
For agencies striving to do more with less, while seeking to meet mandates such as the Executive Order 13571 to improve customer service, agencies are facing a complex challenge. We invite you to join us on October 19th, 2011 as we explore…[Read more]

Hi all — thought you might be interested in a new study from MeriTalk. The second annual Federal Customer Experience study examines American’s biggest frustrations with Federal customer service. Download the study and register for the Webinar at: http://bit.ly/mPPA8T

Hi – is this forum just for CRM tools and their uses? I ask because I oversee a team of Strategic Customer Account Managers for a DoD agency and I’m trying to find more out there across the government to start collaborating. Any Customer Account Managers out here? Or do you know of POCs in your agencies I could connect with? Thanks!

ICMA National Study of 311 and Customer Service Technology

SAP has a stronger offering in CRM, however Siebel should benefit by the Oracle acquisition.

It would probably depend on what your CRM goals are for an implementation.

Siebel CRM Vs SAP CRM which product is best fit for Government needs.
Does it goes by agency??

Hi everyone, I was just hoping to introduce myself. I work for GovQA which is the leading provider of CRM to Government Municipalities in the U.S. Currently over 30,000,000 citizens communicate with their local governments via our system. I would like to make myself available to answer any questions anyone has regarding CRM.

Thanks!

I recently (over the last year and a half) helped put in helpdesk automation systems at DHS and DOJ using BMC Remedy. It’s a fairly comprehensive COTS package, but it grew up out of helpdesk automation, so that’s its strength. I’ve also used Siebel in the past, which grew up out of salesforce automation, and it was a lot clunkier than Remedy was…[Read more]

Brian, have you considered using a help-desk/ticket system? It might be a little more geared to what you’re trying to achieve. A company I use to work for used a MS CRM platform to track this data, but it was because they were supporting external customers, so it made it easy for them to integrate all the customer/invoice information into the…[Read more]

Around 50 users, but to also support a 24×7 help desk staff (~2/3 users logged in at all times). Customer info tracking, user notifications (e-mail/web/RSS), product and service accountability, product tracing, trouble ticket tracking. Goal is to have a tool that would allow the help desk staff to efficiently track users, products and services…[Read more]

Brain, what is the size/scope of the CRM tool going to be?

# User’s
Major Requirements
Goal of the solution, etc.

I am looking for opinions on SaaS vs. hosted solutions. We are acquiring a CRM tool for our Help Desk and are looking at these two types of services.

Jon, thanks for setting up the CRM group. Look forward to collaborating with the group.