Mobility

Nonprofit Moves to Superior Customer-Centric Service Delivery Model

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Executive Summary

A multitude of point solutions gave rise to discrete silos of member data, leading to numerous headaches for the ELCA Board of Pensions. For example, 12 Board of Pensions departments could not effectively share member data nor take advantage of common workflows and practices to work with that data. This prevented IT executives from meeting a corporate initiative to become more intimate with and responsive to members. IT managers re-architected the Board of Pensions' infrastructure, placing Microsoft Dynamics CRM at its hub to serve as an application portal for 12 business line systems. They integrated it with other key systems and used its xRM platform to develop department-specific applications.

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