Reimagining CRM tools for the agencies of the future

31 October 2013 | Ayrianne Davis, Applications Lead, Worldwide Public Sector

As the world around us becomes increasingly more connected, it’s more important than ever for public safety and justice agencies to leverage cutting edge tools to keep their communities safe. Next month at Convergence EMEA in Barcelona, we’ll be announcing several exciting and innovative new features as part of our reimagined Dynamics CRM platform. With these enhancements, we hope to create a more personalized, intuitive and modern experience to make the public sector workforce more productive than ever before – at home, at the office, and in the field.

The new CRM user interface puts everything at your fingertips, so finding information is swift, fluid, and relevant to the work at hand.  For agencies operating in the fast-paced environment of emergency event management and first response, nothing could be more critical.

At Convergence EMEA, we’ll also be unveiling key improvements to the end user experience such as:

  • Completely configurable process guidance, which gives users a more outcome-oriented and guided experience that allows them to focus on results throughout even the most complex processes.
  • New tablet and mobile touch optimized experiences, which keep teams connected and productive wherever they are by providing access to their CRM solution on Windows 8 tablets, iPads and smartphones. Data is cached for offline viewing so your teams can still access key data if connectivity is lost.
  • New social capabilities, which help keep teams connected and collaborating with embedded technologies that get the necessary information from the right people, in the right place at the right time.  Using the enterprise power of Yammer, teams can quickly comment on posts or start contextual conversations from within Microsoft Dynamics CRM (on-premises and online) or on Yammer. With embedded presence from Microsoft Lync and Skype, teams can call, IM or meet with colleagues or constituents directly from CRM web forms.

There’s no limit to what public sector agencies can do with a truly connected, collaborative organization. In 2012, when the City of Charlotte, North Carolina was selected to host the Democratic National Convention, officials knew immediately that they would need to institute a new technology platform for managing such a large influx of people into the city. With support from Microsoft, the city adopted a tailored Microsoft Dynamics CRM Online to meet the unique demands of hosting the convention, including a permit management system to support law enforcement and municipal activities throughout the multi-day event.

With the CRM platform in place, the city successfully supported the convention and now has a central repository for event information and future event management for needs.  Further, because the permitting solution is connected to the city’s website, citizens can apply for permits online, automatically initiating CRM workflows that manage the approval process.

New CRM solutions are defining and enabling a forward-looking organization — the successful organization of the future, which connects leaders and workers to what they need, in the right context, using the device and channel they prefer — empowering each of our customers to operate dynamic and connected agencies.  We are more committed than ever to bringing this vision to life with lasting investments across robust applications, great experiences, and platform flexibility delivered through Microsoft Dynamics CRM 2013. 

Want to learn more about Convergence EMEA? Visit the website to view session information.

To ask questions, share ideas, or get more information about Dynamics CRM for public safety and national security, please contact us at safetyanddefense@microsoft.com or @MicrosoftPSNS


Ayrianne Davis
Applications Lead, Worldwide Public Sector

About the Author

Ayrianne Davis | Applications Lead, Worldwide Public Sector

Ayrianne drives the global public sector strategy for Applications, which includes Dynamics, Office, Lync and Skype and the necessary services to ensure that integrated and adaptable business applications will result in increased.... Read more