Ministry of Defense Improves IT Support With Customer Relationship Management System

To keep pace with increasing demands for IT support, the Information Systems Division of the Israel Ministry of Defense (MALAN) needed to upgrade its customer relationship management solution. MALAN evaluated two CRM solutions, and selected Microsoft Dynamics CRM 3.0 business software. As a result of the implementation, service levels have improved along with efficiency - the help desk now manages 5,000 queries a month.