Career Services selects Simpl for nationwide CRM rollout
New Zealanders seeking advice and support from Career Services will benefit from the government agency's decision to rollout a customer relationship management (CRM) solution to its advice line staff and career consultants based at 17 centres nationwide.
Career Services selected technology services company Simpl to manage the implementation of Microsoft Dynamics CRM to more than 180 users across New Zealand.
Craig Le Quesne, General Manager Information Systems at Career Services says the agency wanted to develop a system to help them provide a more integrated service in the future.
We want to be able to understand more about how people use our multi-channelled range of services. This will enable us to more proactively meet their individual needs. The new system will give us a common view of people who use our services across Career Services.
Craig says the CRM solution, which is already being used in a limited capacity in the advice line, will capture all customer interactions, whether initiated by phone, face-to-face meetings, or via the website's on line chat service.
Craig says that the new CRM solution will also enhance reporting and statistical analysis.
Following a competitive tender process, Career Services chose Simpl as its implementation partner because of its project management capabilities, experience in customer interaction solutions, and for presenting a solution that considered the agency's existing CRM investment.
"The methodology by which Simpl approached the solution to our business problem was very organised and refined, and we could see they were helping us get the best return from our IT assets," says Craig. "For example, where other vendors proposed using additional third party products, Simpl showed us how we could leverage the Microsoft CRM technology stack and integrate it with our existing business and telephony applications."
After reviewing business priorities throughout June and July, Simpl began implementing the project this month.
Simpl CEO and founder Bennett Medary says that reviewing a customer's business drivers and existing systems are essential to the success of any technology implementation. "When implementing a packaged solution like Microsoft CRM, it is important to consider how it can be integrated with an organisation's existing applications and data repositories. This helps enable the free flow of information across the enterprise, ensuring that the most accurate and timely information required to produce the best business outcomes is easily accessible to those that need it."
A 'go live' date for the CRM project is scheduled for 1 July 2008.
