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Customer relationship management (CRM) software

FOI reference - FOI-138
Date - 21 July 2023

Request

  1. Does your organisation use CRM software? Yes/ No
  2. If yes, please specify which CRM(s) are used by your organisation.
  3. What license level/subscription does your organisation have?
  4. What is the annual cost of your CRM system(s)?
  5. List any job roles by (job title) within your organisation that communicate with contacts via the CRM(s) system?
  6. Does your organisation work with any external agencies to manage the CRM?
  7. Does your CRM integrate with other systems within your organisation? Yes/ No
  8. If yes, please specify which other systems your CRM(s) are integrated with.

Response

I confirm that we hold the information you have requested and have answered each question below in turn:

  1. Does your organisation use CRM software?
    • Yes

  2. If yes, please specify which CRM(s) are used by your organisation:
    • Dynamics 365

  3. What license level/subscription does your organisation have?
    • MS Enterprise Agreement

  4. What is the annual cost of your CRM system(s)?
    • Approx. £1 million

  5. List any job roles by (job title) within your organisation that communicate with contacts via the CRM(s) system?
    • Campaigns Advisor
    • Campaigns Manager
    • Customer Service Agent
    • Customer Support Advisor
    • Customer Support Officer
    • Customer Support Manager
    • Customer Support Team Leader
    • Junior Customer Support Agent
    • Data Manager
    • Debt Advisor
    • Senior Debt Advisor
    • Debt Recovery Lead
    • Executive Personal Assistant
    • Frontline Support Advisor
    • Senior Frontline Support Advisor
    • Frontline Support Manager
    • Industry Outreach Officer
    • Intelligence Advisor
    • Intelligence Principal/Manager
    • Public Affairs Advisor
    • Service Delivery Officer

  6. Does your organisation work with any external agencies to manage the CRM?
    • FSP – as third-party support/ liaison with Microsoft
    • HGS – Automatic Enrolment Contact Centre (record and searches contact interactions)

  7. Does your CRM integrate with other systems within your organisation?
    • Yes

  8. If yes, please specify which other systems your CRM(s) are integrated with:
    • SharePoint Online Outlook
    • DevOps Precisely Pay360
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