We upgraded our CRM features, interface, and doubled productivity!

We just announced a major upgrade to our CRM product, based on research with government customers throughout the U.S.

Our CRM release 1.4 product puts email interactions at the center of constituent casework with email threading that organizes communications throughout an office.

Common issues for our customers include helping veterans get their benefits, assisting immigrants’ families with complex legal issues, and ensuring those eligible for public benefits receive care.

“Government offices manage hundreds or thousands of emails a day – and organizing those communications into critical case files can make logistics the focus, instead of helping the public,” said CTO Jeff Green. “Our customers tell us that managed workflows double their productivity, and solving email efficiencies was the greatest thing we could do to create a surge in results for constituents.”

Aaron Stowers, support and product manager, said our new CRM 1.4 product now supports features of desktop email such as attachments and multiple addressees, as well as the added bonus of merge fields that allow caseworkers to reuse workflows critical to complex cases.

Our CRM 1.4 product organizes all the notes from a case into a simple interface where phone calls, in-person visits, and email interactions all tell a constituent’s story for anyone in the office to review.

“Our goal is to totally replace the pink notepad where constituent staff have traditionally jotted case notes,” Stowers said. “…CRM does that.”

Our research shows that while the overall CRM market is growing by 12 percent a year, many government offices still use a mix of paper files and written notes alongside legacy IT systems and desktop email. “This is faster – everything in one place, with search.” Stowers said.

Our CRM 1.4 product works seamlessly with government email providers such as Outlook, but each email is automatically associated with related notes and case journals.

Green said the new product also includes features that make digital government easier across the board, including:

  • HTML letters for case management
  • A streamlined design for adding phone notes to a constituent record
  • Custom handwritten signature blocks for all office staff
  • Improved workflow tracking for case notes, and
  • A robust incoming casework viewer

“Our customers have already resolved more than 1.3 million cases for constituents,” Green said. “The new government CRM will save local, state and federal governments thousands of hours of work.”

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