Using Microsoft Dynamics CRM case management in public sector

By - April 22, 2015

Lately we have had some interesting Microsoft Dynamics CRM projects in public sector, which highlights the power and versatility of Dynamic CRM.  In all cases, we have not utilized much of the standard Dynamics CRM features, like sales process and help desk but have utilized cases to manage specific processes in the agency.

In addition, we have utilized custom entities (i.e. xRM) to manage specific functions.  Two examples of this are the management of parking lots and the processing of traffic tickets.  In both cases, we utilized multiple custom entities to hold the data.  We were able to create the parking permits and tickets utilizing SQL Server Reporting Services.

In another project, we have been able to manage an entire agency’s process for provide Health and Human Services to all of the county constituents.  Using Dynamics CRM to identify who is in what stage, who has turned in the required document, where is the file folder and what is the next step. In this case, we have replaced twenty year old FoxPro applications.  Utilizing Microsoft Dynamics CRM in the Government Cloud has provided a HIPAA compliant, cloud based system with a guaranteed 99.9% uptime.  Microsoft manages all infrastructure, upgrades and server management, which decreases the need to manage the application from within the government agencies IT department.  Customizations are managed by the department administrators, allowing for quicker changes when state regulations change.

If you are a health and human services agency, learn more about our Microsoft Dynamics CRM Accelerator for Health and Human Services or if you can’t find an existing solution, you may want to consider a xRM solution developed in Microsoft Dynamics CRM. Download our white paper, Extending CRM: Utilizing xRM to expand your relationships, to learn more on this topic.  As a full-scope technology partner, RSM offers Rapid Assessment® to help you determine how technology can improve your performance, contact our professionals at or by phone at 855.437.7202.

By: Bob Kanzler – Philadelphia Microsoft Dynamics CRM partner

Principal of RSM's Dynamics 365 CE focused on our east coast clients and non profits.

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