February 12, 2013
MBIE to Improve Client Experience with Microsoft Dynamics CRM
By Brian Anderson
TMCnet Contributing Writer
New Zealand’s Ministry of Business, Innovation and Employment (MBIE), which helps support growth by offering services and advice to businesses throughout the country, will begin to use Microsoft (News - Alert) Dynamics Customer Relationship Management (CRM) software in order to reduce complexity between customers, and help manage the organization’s information about its customers.
“Until now we’ve had a case-based CRM product without an underlying client structure,” Jeremy Dickson, manager of the Ministry’s Business Service Centre, said in a statement carried on Scoop. “So when you called us, we dealt with your case but we were less informed to the other ways we could help your business. We will now be more informed, helpful and able to add greater value to interactions."
The software will provide information about various sets of problems that customers are having with their businesses by giving agents the knowledge they’ll need in order to best serve their customers.
“This gives us a clearer picture than we’ve ever had before of not just the issues we need to pay attention to, but also the time taken and cost to resolve them,” said Dickson.
According to the source, the Ministry has already logged more than 16,000 cases in the new system. In the first two weeks of operation with Microsoft Dynamics CRM, almost 96 percent of the calls received were resolved after one phone call.
“We are very happy with the productivity gains achieved in this short space of time, and expect these gains to significantly increase as more client data is added and staff become more familiar with the system,” added Dickson.
MBIE has also been in the news lately after it began investigating in a Korean fishing vessel, with allegations of poor working conditions aboard the ship.
Edited by Braden Becker