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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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keith vicens managing consultant email keithv@infostrat com

CRM Housing Solution

Extending Your Case Management Capabilities

Keith Vicens, Managing Consultant

Email: KeithV@InfoStrat.com

introduction
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
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
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
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
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
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 overview9
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
Manage Tenants

Sort on any column

Add, remove and reorder columns

Export to Excel

Edit multiple records

10

manage tenants11
Manage Tenants
  • Related fields grouped on tabs
  • Customizable form layout
  • Imported data is read only
integrate with external systems
Integrate with External Systems
  • Enhance CRM functionality with custom web apps
  • Real time lookup of data from external systems
custom receipts
Custom Receipts
  • Track Receipts
  • Associated with Tenants or Vendors
print custom receipts
Print Custom Receipts
  • Printable receipts
  • Provides a paper trail for
    • Customers
    • Support personnel on the intake desk
data audit
Data Audit
  • Track critical data changes
    • User, Date, Previous and new values
adhoc queries
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 To Excel
  • Export data to Excel
  • Advanced Analysis and data manipulation
automatic task generator
Automatic Task Generator
  • Dynamic Workflow Processes and Steps
  • Configurable by Administrator
  • Reduce data entry
    • Follow up tasks automatically generated
bulk recertification
Bulk Recertification
  • Import data about recertification letters
  • Verify tenant data
  • Automatically generate follow up tasks
reporting
Reporting
  • Users can build basic reports
  • No code needed
  • Update in CRM
  • Export to Visual Studio for more advanced reporting
duplicate detection
Duplicate Detection
  • Configurable detection rules
  • Detection rules updated every 5 minutes
  • Users choose whether to accept data
edit multiple records
Edit Multiple Records
  • Reduce data entry
  • Update multiple records
merge records
Merge Records
  • Merge duplicates
  • Select fields to keep from each record
service activities
Service Activities
  • Manage resources
  • Schedule activities
cases
Cases
  • Track problems, questions and issues
  • Convert activities to Cases
    • Phone calls, e-mails
benefits
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
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
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 com31
Keith Vicens, Managing Consultant

Email: KeithV@InfoStrat.com

CRM Housing Solution

Extending Your Case Management Capabilities

31