Microsoft Dynamics CRM



Microsoft Dynamics CRM 2011 is a fully integrated customer relationship management (CRM) system and the most frequently selected CRM application within the UK Public Sector today.

Microsoft Dynamics CRM offers the capability to easily create and maintain a clear view of customers and stakeholders from first contact through to engagement and post-interaction. With tools to enhance an organisation’s customer service and marketing processes—along with native Microsoft Office Outlook integration—Microsoft Dynamics CRM delivers a fast, flexible, and affordable solution.

Microsoft Dynamics CRM:

  • Helps drive consistent and measurable improvement in everyday business processes
  • Has a streamlined user interface, wizard-based tools, and close integration with Microsoft Office applications, delivering familiarity and ease of use
  • Can be deployed as an on-premise, hosted or hybrid delivery application, providing choice and flexibility in implementation and customisation to give the best possible fit for an organisation
  • Is a highly flexible CRM system that can grow and change alongside an organisation as it is built on reliable and efficient industry-standard technology
  • Is based on standard Microsoft technology which most IT departments already understand and can support



  • The benefits of Microsoft Dynamics CRM for public sector organisations include:
  • Allows public sector organisations to deliver responsive, accessible, and personalised services through improved information sharing within and across departments and agencies
  • Helps agencies provide more proactive, citizen-centric services through the analysis of citizen interaction and programme usage data to identify trends and unmet needs
  • Increases the efficiency of government agencies by providing easy-to-use systems that extend current IT investments and help streamline processes, freeing up funds and resources
  • Helps agencies better align resources with citizen needs by identifying programmes and processes that slow response time or add limited value
  • Provides citizens with enhanced channels to interact with public sector organisations for information requests, query resolution, service access, complaint management, claims processing and benefits management
  • Allows all requests to be tracked through the system to completion, which can help reduce call-backs and improve satisfaction because citizens receive the answers they need the first time helps governments ensure compliance with regulations through built-in tracking and reporting tools
  • Can be delivered cost effectively due to Microsoft’s significant Public Sector discounts