Public sector entities operate in a challenging climate. Legacy IT infrastructure and organizational silos constrain an agency’s ability to enable high-quality service delivery to key stakeholder groups. Implementing a cloud-based CRM solution drives end-to-end process improvements and facilitates the real-time collection of crucial customer insights. Has your agency considered leveraging an integrated CRM solution?

© 2018 Reveille Group, LLC

Deploying Customer Relationship Management (CRM) Technology to Support Program Growth

Government

The increased popularity and expansion of our client’s flagship program presented a unique set of challenges. In addition to a lack of accessible and accurate customer data, many program processes such as class registration, reporting, and resource management were executed via a combination of manual data entry, legacy systems, and human capital processes. The current state systems and processes were no longer capable of e�ectively supporting the management of key program activities, and IT modernization e�orts were necessary to lead the program into the future. Reveille Group’s challenges were to provide the technical expertise and skillsets required to manage a comprehensive Customer Relationship Management (CRM) platform from identification through implementation, while driving program growth and executing strategic objectives.

CLIENT CHALLENGELeveraging a cloud-based CRM solution can do more than create e�ciency; it can catalyze growth while fundamentally changing the way an organization operates and engages.

CLIENT INDUSTRY

OUR SOLUTIONAs part of Reveille Group’s CRM development and integration e�orts, our team first defined the core business functions of operations, outcomes assessment, and customer outreach. Our team was responsible for delivering the support required for client leadership to select, procure, and implement the cloud-based CRM solution of choice.

Purchased CRM software licenses for

pilot program

01 02Rolled out pilot CRM environment,

processes, and workflows to external pilot sites and users

Initiated data migrationfrom legacy systems

03Announced CRM Kick-O�to program stakeholders

04

© 2018 Reveille Group, LLC

Created CRM environment for system testing

Conducted quality control testing and CIO security evaluation

Developed Standard Operating Procedures (SOPs) and coordinated user training schedule

OUR APPROACH

Conducted user training

Obtained security approval from CIO

Introduced pilot users to basic CRM functionality

Uploaded core records to CRM system

Prioritized data based on reporting requirements and feasibility assessment

Backfilled remaining information after completion of core record upload

Pushed CRM instance into production environment after successful pilot evaluation period

Stood down and archived legacy systems for historical purposes

Performed additional data migration and integration work

OUR GOALS

Improve service delivery

Increase programparticipation

Upgrade IT Systems

Develop outcome assessment system

and process to track outcome metrics

ENHANCED USEREXPERIENCECreated a centralized registration process optimized to meet the needs of various program participant types

COMMUNITYCREATIONDeveloped an online community to streamline access to key program information and resources

SEAMLESSCOLLABORATIONLeveraged CRM platform tools to facilitate collaboration between internal and external stakeholders

OURIMPACT

Reveille Group, LLC www.reveille-group.com | 1875 K Street NW Suite 400, Washington, DC 20006 | (202) 505-5322

REALIZED BENEFITS AND COST SAVINGSTo ensure the CRM procurement aligned with strategic goals and objectives, our team developed a comprehensive cost/benefit analysis along with market research. The operational value of an integrated system is showcased below.

Pre-CRM System Infrastructure Post-CRM Integrated System Infrastructure

Individual System

BusinessFunction

SharePoint

• Housed training data at class level rather than participant level• Constant developer customization required for enhancements and troubleshooting

Excel

• Exports from SharePoint were used to develop Excel-based projections, actuals, and trends analysis

Email Box

• Helpdesk functions were handled through email box management and phone calls across team• Customer account engagement tracked via emails

Shared Drive • Document files were also stored on shared drive

SharePoint/Qualtrics

• Surveys were conducted in separate software and outputs pushed to Excel for analysis

DataCollection& Analysis

SurveyDevelopment

HelpDesk

CustomerEngagement

Salesforce.com Platform

Cohesive TableauAnalysis module

Integrated Qualtrics module linked to Tableau

Transparent ticketingfunction and status tracking

Organized customer profiles and engagement history