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CRM Housing Solution Extending Your Case Management Capabilities Keith Vicens, Managing Consultant Email: KeithV@InfoStrat.com Introduction Information Strategies (Infostrat) Founded in 1987 Most experienced Microsoft Gold Certified Partner in Washington, D.C. Microsoft CRM
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CRM Housing Solution Extending Your Case Management Capabilities Keith Vicens, Managing Consultant Email: KeithV@InfoStrat.com
Introduction • Information 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
Background • Montgomery County Housing Opportunities Commission provides affordable housing and support services • Enhance the lives of low and moderate income families throughout the county • HOC operates in three roles • Public Housing Agency • Housing Finance Agency • Housing Developer 3
Problem • Montgomery 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 4
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 5
Technologies Involved Microsoft Dynamics CRM SQL Server 2005 SQL Server Reporting Services VB/C# .NET ASP .NET Windows Services JavaScript Xml/Xslt Excel 6
Solution Overview • Custom Features • Manage Tenants • Track Properties and Vendors • System Integration • Manage Activities associated with Tenants • Automatic Task Generation • Bulk Recertification • Custom Receipts • Data Audit 8
Solution Overview • 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 9
Manage Tenants Sort on any column Add, remove and reorder columns Export to Excel Edit multiple records 10
Manage Tenants • Related fields grouped on tabs • Customizable 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 Receipts • Associated 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 changes • User, Date, Previous and new values
Adhoc Queries • Users can define powerful queries • Query against all entities • Related entity attributes • Select specific columns • Specify sort column and sort order
Export To Excel • Export data to Excel • Advanced Analysis and data manipulation
Automatic Task Generator • Dynamic Workflow Processes and Steps • Configurable by Administrator • Reduce data entry • Follow up tasks automatically generated
Bulk Recertification • Import data about recertification letters • Verify tenant data • Automatically generate follow up tasks
Reporting • Users can build basic reports • No code needed • Update in CRM • Export to Visual Studio for more advanced reporting
Duplicate Detection • Configurable detection rules • Detection rules updated every 5 minutes • Users choose whether to accept data
Edit Multiple Records • Reduce data entry • Update multiple records
Merge Records • Merge duplicates • Select fields to keep from each record
Service Activities • Manage resources • Schedule activities
Cases • Track problems, questions and issues • Convert activities to Cases • Phone calls, e-mails
Benefits • Ease of use • Short learning curve • Reduced data entry • Improved management of client interaction • Better tracking of internal activities and communication • Outlook Integration • System Integration
Next Steps • Increased integration with external systems • Embed apps in CRM IFrames • Launch apps from CRM • Track Waitlists • Automate additional workflows 28
Summary / Closing Remarks • Existing, proven system to support public housing • Webinar scheduled for Apr 24, 11:00 am EST • View online demo at: • http://www.govserver.com/Solutions/Pages/State%20and%20Local%20Governemnt%20Public%20Housing%20Management%20Solution.aspx 29
Keith Vicens, Managing Consultant Email: KeithV@InfoStrat.com CRM Housing Solution Extending Your Case Management Capabilities 31