Microsoft Dynamics 365 Customer Relationship Management system and Chatbot Microsoft PVA, Omnichannel, Services Development, Upgrade and Support

The introduction of an improved CRM will enhance service delivery to all external and internal customers and will mitigate reputational risks to the Department. CRM will enhance customer service, in the following ways: • Enhanced integration of systems will reduce the duplication of calls • One system, one message – assurance of a cohesive message being relayed to customers. • Improved customer access to data in relation to scheme applications, herd data etc • Improved monitoring of customer queries especially at peak application/payment times. • Improved inter connectivity to other compatible divisions across DAFM. Real time connectivity to other internal DAFM systems will allow for a more enhanced customer service. • Improved reporting functionality in respect of customer queries. The improved functionality of reporting in the CRM will allow DAFM to better identify customer trends which in turn can be used to improve customer service of business areas in the Dept. If the project is not undertaken the Department risks failure in meeting its obligations set out in the Farmers Charter of Rights, customer dissatisfaction and a general reputational risk to the Department. The Chatbot will allow the Farmers an extra avenue of interaction with the Department. The chatbot will be available 24/7 which will allow the farmers an always ready method of contacting the Department. It is envisioned that the chatbot will answer questions on the Departments’ Schemes and services, it is also envisioned that the chatbot will update the farmers details when requested and report on the status of the farmers applications when requested.

Services

27/09/2022 17:00:00

72212445-0  Customer Relation Management software development services
30211300-4  Computer platforms
30211400-5  Computer configurations
32571000-6  Communications infrastructure
32573000-0  Communications control system
48218000-9  License management software package
48445000-9  Customer Relation Management software package
48900000-7  Miscellaneous software package and computer systems
72200000-7  Software programming and consultancy services
72212218-0  License management software development services
79342300-6  Customer services
79512000-6  Call centre