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Veterans Relationship Management


InfoStrat created the Veterans Relationship Management CRM application for the Department of Veterans Affairs which provides call center case tracking and legacy integration services to a national network of call centers.  Microsoft Dynamics CRM integrates access to 13 different databases, which previously had to be individually queried and are now viewed simultaneously. This not only makes the call agents' jobs easier, enabling them to recall veteran information more quickly, it also gives veterans timely access to healthcare, claims status and business information.


This application won a Microsoft Dynamics Customer Excellence Award for 2012. The Microsoft Dynamics Customer Excellence award is annually presented to Microsoft Dynamics customers that most effectively use technology to transform their organizations.


The system offers benefits to both call center agents and veterans:


Benefits for veterans

  • Better client services

  • Decreased wait times

  • Fewer blocked calls

  • Increased self-service access to VA

  • Accurate, consistent answers to inquiries

  • Single sign-on capability


Benefits for VA

  • Access to veteran contact history

  • User-friendly technology

  • Ability to transfer calls across multiple service lines

  • Increased consistency of accurate information to provide to clients

  • Improved call quality through call recording capability


The challenge lay in integrating the data services where the information resides, according to Maureen Ellenberger, director of Veterans Relationship Management, a division within the Veterans Benefits Administration, which runs the seven National Call Centers and VA’s Pension Call Center. Microsoft Dynamics CRM is designed so business users can make scripting changes for process flows and changes to boost performance without assistance from the department, one of the reasons why VA picked the platform, she said. Changes for reports and correspondences also can be made without the IT department.


Source: GCN article and Veterans Affairs Department

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