CRM is plain sailing for Environment Canterbury
Environment Canterbury was struggling to achieve consistency in its dealings with outside contacts until Intergen and Microsoft CRM gave the agency a single 360-degree view...
Environment Canterbury’s vision embodies ‘a living landscape’ rich in natural resources for all to share and enjoy. Yet the pathway to the sustainable management of the land, coastline and other resources involves considerable consultation, public dialogue and interaction with local bodies, organisations, community groups and individuals.
Previously, Environment Canterbury (ECan) tackled this huge information task with a number of disparate business systems, but was unable to bring consistency and commonality across the agency’s customer contact databases, document management systems and financial systems. The challenge was to introduce a CRM process that would give a 360 degree view of customers across any business unit that the customer has a relationship with.
Environment Canterbury selected Intergen as its implementation partner following a successful project to revitalise its website. Customer services manager Martin Foley says he was looking for CRM expertise but he also says the people side of the equation was a key factor.
“We saw a high level of technical expertise, at a cost that was realistic. Industry rates can be exorbitant but here we felt we were getting exceptionally high quality development at a reasonable price. There was a relationship link here, and a feeling you could talk without the clock ticking.”
CRM at work
Customer service reps now have access to a knowledge base of frequently asked questions and common procedures. The CRM design also supports delayed updates when a business system is not available.
The business difference
“We are getting a lot of business value beyond what we asked for. Intergen has built in more than just the standard CRM features,” he says.
Tim Mole at Intergen says that after going through Intergen’s standard workshop process with ECan, Intergen realised there were benefits to be gained in presenting customer centric non-CRM information from within the one CRM application interface.
“Working closely with ECan, we added a customisable view to CRM that summarised relevant business information from business systems external to CRM without needing to open those interfaces.”
Foley says ECan originally saw CRM as the ideal platform to integrate all of its databases and bring all contacts into one manageable point. “That was the first initiative, but beyond that my vision is for ECan to extend the entire business value focus of CRM, by using it to drive our customer relationship services.”
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