CRM and Process Automation Implementation
Department of Administrative Services (DOAS)
DOAS collaborated with the State Accounting Office to implement a new Customer Relationship Management (CRM) system to update and streamline customer service request management. The new CRM system, powered by Oracle Service Cloud, is fully integrated with TeamWorks PeopleSoft and Platform28, the state’s telephone system. The integration enables the CRM system to automatically create service requests by search-matching the customer’s telephone number or email address. All email threads are contained within the service requests, thereby improving service, accuracy, and speed.
Integration with PeopleSoft allows DOAS to use the CRM system as the single “source of truth” for customer data, and all five of DOAS’ lines of business share the same customer information.
The CRM system includes a knowledge base that is fully integrated with DOAS’ public website. As a result, website visitors who view frequently asked questions are accessing knowledge base records in the CRM. Website visitors are asked whether responses are helpful by clicking Y or N, thereby helping improve the quality of the knowledge base.
In addition, DOAS implemented Oracle Policy Automation to automate various customer online-submission processes, including statewide contract waivers, supplier performance reporting, minority business certification, and surplus eligibility. Customers were previously required to download, print, and upload forms, which were then manually routed for fulfillment. Customers now complete a guided interview on DOAS’ self-service site, and the requests are immediately sent to the service provider.