CRM for public contact centres

The client was pursuing the goal of establishing an efficient, cross-divisional and cross-location user relationship management (CRM) system for all public contact points. All essential and potential dialogue channels with the customer were to be covered and a standardised approach established. The customer chose the Microsoft Dynamics Customer Service (CS) module for this purpose.

sommer + spohr was responsible for the implementation of the CRM in the role of technical project manager. Within a year, the team managed to get from the requirements specification to the start of production. An important success factor here was the agile process model for developing the customised version of the CS module.

The customer is now in a position to gradually migrate all internal areas to the new system. In addition, the foundations were laid for integrating further modules, e.g. for sending newsletters and managing events, as well as for further integration into third-party systems (e.g. telephony).