Noonu Natrally > Roadmaps > programs > Citizen Centric Governance (PC-002)

Building Stronger Resident Relationships: Dynamics Sales and CRM

Enhance communication and engagement with residents through a customer relationship management (CRM) system, fostering a more responsive and resident-centric approach to governance. By implementing Microsoft Dynamics 365 CRM, councils can manage resident information, interactions, and service requests effectively. Tracking and addressing resident concerns in a timely manner will demonstrate the council's commitment to responsiveness, while analyzing resident data will provide valuable insights for improving service delivery. Utilizing CRM tools to personalize communication and build stronger relationships with residents will create a more positive and engaging experience for citizens.

From:: September 2024
To:: November 2024

Completed

Chronology

Leading Team

Technology Department

Technology Team

Implement Microsoft Dynamics 365 CRM to manage resident information, interactions, and service requests

Configure Dynamics 365 to capture and store relevant resident data, such as contact information, demographics, and service history. Implement workflows to automate routine tasks and streamline the management of resident interactions. Integrate Dynamics 365 with other council systems to ensure data consistency and accessibility.

Track and address resident concerns and complaints in a timely manner

Use Dynamics 365 to log and track resident inquiries, complaints, and requests. Assign tasks to appropriate staff members for resolution. Monitor the progress of issue resolution and ensure timely responses to residents.

Analyze resident data to identify trends and improve service delivery

Use Dynamics 365's analytics capabilities to analyze resident data and identify patterns or trends. Identify areas where service delivery can be improved and implement targeted solutions. Use data-driven insights to inform decision-making and enhance resident satisfaction.

Utilize CRM tools to personalize communication and build stronger relationships with residents

Use Dynamics 365 to track resident preferences and tailor communication accordingly. Send personalized messages and notifications to residents based on their interests and needs. Encourage two-way communication and build trust with residents through personalized interactions.