1 keith vicens, managing consultant email: [email protected] crm housing solution extending your...
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Keith Vicens, Managing ConsultantEmail: [email protected]
CRM Housing SolutionExtending Your Case Management Capabilities
IntroductionInformation Strategies (Infostrat)
Founded in 1987 Most experienced Microsoft Gold Certified Partner in
Washington, D.C. Microsoft CRM Application Development Smart Client Development Active Directory and Identity Management Web Development Database Management Business Intelligence Portals and Enterprise Content Management
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BackgroundMontgomery County Housing Opportunities
Commission provides affordable housing and support servicesEnhance the lives of low and moderate income families
throughout the county
HOC operates in three rolesPublic Housing AgencyHousing Finance AgencyHousing Developer
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ProblemMontgomery County HOC (MCHOC) identified a need to
improve client relationship management and better manage internal operations.
Key system requirements include: Flexible workflows Automate bulk imports for recertification letters View tenant, vendor and property information from external
systems Easy receipt configuration to allow recording and printing Single source of data for all client transactions Automatically generate key follow up tasks Reduce data entry Ensure data consistency
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Solution At A Glance Infostrat developed the HOC CRM Housing solution
Tracks and manages all activities associated with a client Central communication piece between clients, staff and
management Case Management focused on tasks and activities
Key features include: System Integration
Integrates with external system of record for all tenant data Automated workflows
Custom workflow to generate workflow steps based on a user-supplied spreadsheet.
Supports automated bulk imports for recertification letters Custom receipts Data Auditing Outlook Integration
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Technologies InvolvedMicrosoft Dynamics CRMSQL Server 2005SQL Server Reporting ServicesVB/C# .NETASP .NETWindows Services JavaScriptXml/XsltExcel
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CRM Architecture
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Solution OverviewCustom Features
Manage Tenants Track Properties and Vendors System Integration Manage Activities associated with
Tenants Automatic Task Generation Bulk Recertification Custom Receipts Data Audit
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Solution Overview
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CRM Features Ease of
customization/configuration Edit multiple records Duplicate detection Advanced Find Report Wizard Export to Excel Powerful, flexible workflow engine Service Activities/Case
Management Teams/Role based security
Manage Tenants
Sort on any columnAdd, remove and reorder columnsExport to ExcelEdit multiple records
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Manage Tenants
Related fields grouped on tabsCustomizable form layout Imported data is read only
Integrate with External Systems
Enhance CRM functionality with custom web apps
Real time lookup of data from external systems
Custom Receipts
Track ReceiptsAssociated with Tenants or Vendors
Print Custom Receipts
Printable receipts Provides a paper trail for
Customers Support personnel on the intake desk
Data Audit
Track critical data changesUser, Date, Previous and new values
Track Properties and Vendors
Adhoc Queries
Users can define powerful queriesQuery against all entities
Related entity attributesSelect specific columnsSpecify sort column and sort order
Export To ExcelExport data to ExcelAdvanced Analysis
and data manipulation
Automatic Task Generator
Dynamic Workflow Processes and StepsConfigurable by AdministratorReduce data entry
Follow up tasks automatically generated
Bulk RecertificationImport data
about recertification letters
Verify tenant data
Automatically generate follow up tasks
ReportingUsers can build
basic reportsNo code neededUpdate in CRM Export to Visual
Studio for more advanced reporting
Duplicate DetectionConfigurable detection rulesDetection rules updated every 5
minutesUsers choose whether to accept
data
Edit Multiple Records
Reduce data entryUpdate multiple records
Merge Records
Merge duplicatesSelect fields to keep from each
record
Service Activities
Manage resources Schedule activities
Cases
Track problems, questions and issuesConvert activities to Cases
Phone calls, e-mails
BenefitsEase of useShort learning curveReduced data entryImproved management of client interactionBetter tracking of internal activities and
communicationOutlook IntegrationSystem Integration
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Next StepsIncreased integration with external systems
Embed apps in CRM IFramesLaunch apps from CRM
Track WaitlistsAutomate additional workflows
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Summary / Closing RemarksExisting, proven system to support public
housingWebinar scheduled for Apr 24, 11:00 am ESTView online demo at:
http://www.govserver.com/Solutions/Pages/State%20and%20Local%20Governemnt%20Public%20Housing%20Management%20Solution.aspx
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Questions
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Keith Vicens, Managing ConsultantEmail: [email protected]
CRM Housing SolutionExtending Your Case Management Capabilities