In this two-part blog series, we’ll explore the technology that is revolutionising customer service delivery in government. In our first installment, we examine the technology transformation from the perspective of back-office processes.
The company was no stranger to using cloud-based solutions to help run many facets of its organization. For several years GO Project was using Google Apps for email communication and Microsoft Dynamics CRM online to help communicate with their community as well as field operations. But as the organization continued to grow and expand they determined that their existing Google Apps solution was not meeting their needs.
The GO Project team needed an integrated cloud solution that would provide:
Lewis likes the fact that cloud solutions, including Microsoft Office 365 and Dynamics CRM online, require only minimal administration. “As a small non-profit, our resources are very limited. The new solution removes the IT burden and reduces our infrastructure capacity so we can maximize our IT investments and easily make adjustments as we continue to grow."
Better system uptime and process improvements are also yielding benefits for the organization. Overall, GO Project staff has become very comfortable with Office 365. “Office 365 has allowed us to streamline our work processes and improve communications, especially with our remote field operations," says Lewis. Most importantly, with direct integration to Dynamics CRM, teams can work more efficiently and effectively and do not have to deal with system downtime. “The combination of CRM capabilities and productivity tools has improved overall collaboration and productivity on many levels," he added.
GO Project also took advantage of the free value-add CRM PowerPack modules from PowerObjects, including PowerMailChimp, a CRM integration tool that connects the powerful, robust, affordable third-party bulk email platform. “Built right within CRM, the functionality of PowerMailChimp has been a great tool to create integrated marketing lists and bulk emails all from within CRM," he said. The tools allow them to track mail statistics including successful deliveries, opens, clicks, bounces and unsubscribes back to individual CRM contacts, leads and accounts.
Overall, moving to Microsoft Office 365 has been a win-win solution for GO Project. By adopting Office 365, Lewis and his team are very pleased with the solution. “Thanks to PowerObjects, the migration and integration to Dynamics CRM went very smoothly. They understood our needs, were very responsive and made the entire process very seamless," he said. “The integrated solution that PowerObjects helped us implement has really streamlined our technology platform and positions us for more time working on our mission and less time messing with our technology."
It was limited and didn’t easily integrate with our existing Microsoft Dynamics CRM solution which was critical to running our organization.