Government Agency Improves Service and Lowers Costs With Standardized CRM Solution

The Welsh Assembly Government, Department for the Economy and Transport, delivers more than 200 business-related products and services to its citizenry. A survey conducted by the Department for the Economy and Transport identified areas where it could improve upon its service delivery. To achieve this end, managers sought to consolidate its eight CRM systems and related databases onto a single, standard CRM platform with a superior workflow engine. And with 29 internal customers requiring their own instance of the application, managers needed a solution with cost-saving multi-tenancy capabilities. In the end, they chose Microsoft Dynamics CRM software because it best met their requirements.