Most people think of CRM in business terms: Lead tracking, contact dates, and similar sales-oriented functions. But CRM has been successfully applied in non-business roles in ways that may surprise you. For instance, the rich features found in the latest CRM software makes it an ideal candidate to handle many of the tasks performed by government.
For example, case workers can leverage the customer tracking tools to manage treatment plans and coordinate with internal and external organizations to better serve their clients. In fact, CRM can help any organization track or manage just about anything, including customers, cases, permits, licenses, tax records, patients, and much more.
CRM can be used to:
- Streamline organizational processes.
- Glean valuable insights through business intelligence.
- Increase collaboration through instant messaging, voice and video conferencing, and social communication.
- Enable staff to be more proactive toward their clients and constituents.
- Provide more visibility and accountability for senior officials.
AKA Green Beacon has leveraged the flexibility of
How the Veterans Administration Uses CRM for Case Management
Veterans and their families rely on the U.S. Veterans Administration to make sure they receive needed benefits, education, and other services. VA case managers from six non-clinical programs were working with more than 100,000 seriously ill or injured veterans on health- and benefit-related issues. There was no centralized database for case management, and coordination between the case managers was virtually impossible.
AKA Green Beacon’s
CRM Across the Public Sector: Citizens’ Service (311) and Grants Management
CRM can be used in other areas as well.
Another vital area in the public sector is grants management.
byAKA Green Beacon