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When Baw Baw Shire Council decided to replace its existing customer access request system to improve first-point-of-contact resolution of constituent enquiries, it found that no off-the-shelf application could meet its specific needs. So it built its own. Called CouncilRM, solution is founded on Microsoft Dynamics CRM. It brings together constituent request management data with information about properties, roads and council assets to provide complete picture of constituents and their interactions. Using familiar tools in Microsoft Office Outlook, council workers can view constituent contact details and manage requests, emails, appointments and tasks associated with them, simplifying the way they work and helping them respond more efficiently to constituent requests.
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