Empower Your Government Agency with a Customer Contact Management System for Government

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in management matters the evolution of CRM in government simply put customer relationship management takes the impact made by a single worker integrates it with the impact made by other workers and develops a collaborative workflow federal agencies started using CRM more than a decade ago but the cloud changed the game here to explain is josh greenbaum founder of enterprise applications consulting josh before we talk about the evolution of CRM and government bring us up to date how pervasive is crm in government and generally speaking what the agencies use it for well you know crm is beginning to become an important tool in government across the board both in the state and local level as well as the federal level and fundamentally it has the ability to connect citizens or constituents with the functions of government and put them into a seamless as you said kind of workflow or process flow and make things work a lot better than standing in line and talking to a person and trying to get something done which is sort of in the old mode in the past yeah and speaking of the past agency's deployed CRM for a single use now it's much more versatile why well CRM in the old days really was a single process something you wanted to do just that in the in the commercial side track a customer now you want to track a relationship and that relationship is involves lots of different processes in the government world it may be procurement it may be a human resource issue you may need to some help with a a problem an invoice a bill attacks you need to play it pay and therefore serum really has started to spread and spread it much further from just that then initial point of contact with the with a constituent into allowing that constituent to perform processes inside the government back office and do them in efficient way and Josh ing to gartner the CRM market will reach more than 36 billion dollars in 2017 will be growing at a yearly rate of fifteen percent the top five players are Salesforce ASAP Oracle Microsoft and IBM there's a lot of competition in just the past few weeks Health and Human Services a war Salesforce a large federal contract and IBM acquired a company called Octavia how are these deals shaping the federal marketplace well it's really time for the federal government to step up to the CRM opportunity and clearly the vendors see that as an important important activity obviously the opto BIA acquisition is just one of many attempts by different vendors to be in this market and do something important and it really is a you know crm provides the ability to have government be more efficient more effective and there's where there is demand that tech companies will go all right makes sense now let's talk about execution last year congress passed and president obama side the federal IT acquisition reform act this year lawmakers will consider the cloud IT bill or son of patara how are these measures impacting CRM use and government and what should we look out for well modern CRM systems have to live in the cloud that is that's the deployment methodology it's the best way to do it it's not easy or it's not as easy as it used to be to do this because again if CRM is going to cover all these different functions you have to tie it into these other processes other pieces of technology these implementations become complex they can be very costly and you know laws like vitara really are trying to make sure that those processes get done effectively and there's going to be a lot of push to make sure the CRM deployments don't turn into a major problem in major cost burden and failure or worse but this is such a technical field Josh why should the non IT public care about CRM well you know serum is a wonderful term it's the sea is stands for customer you can stand for a constituent it can stand for citizen and really at the end of the day well deployed CRM systems allow citizens have a better engagement with their with their government it allows governments to be more efficient and more effective in the delivery of services it's really a sort of a win win win for everyone so the better a CRM system is the better as a individual I can have a positive and productive interaction with my government and vice versa that that's that's an important thing whatever side of the aisle you sit on you want your government to be effective and efficient and and make citizens feel like well cared for customers you've got a good point josh greenbaum founder of enterprise applications consulting thanks Josh thank you very much