Newsletters
The Enterprise Security Supersite NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home Network Security Viruses & Malware Cybercrime Security Solutions More Topics...
Computing
Tame your scariest paperwork. Find Out How
Average Rating:
Rate this article:  
SAP Launches CRM for Governmental Contact Centers
SAP Launches CRM for Governmental Contact Centers

By Barry Levine
August 27, 2012 10:08AM

Bookmark and Share
In addition to SAP's Urban Matters offering, other CRM vendors increasingly are pitching their products to the governmental market, composed of agencies that are, ostensibly, entirely in the business of providing services for and to citizen-customers. For instance, Oracle offers its CRM Public Sector designed specifically for social services.
 

Related Topics

SAP
CRM
Oracle
Government


Can governments provide better and more efficient service to citizens through customer relationship management systems? SAP thinks so.

Earlier this month, SAP AG released its CRM rapid deployment solution for citizen contact centers. Part of the German company's Urban Matters program, the solution is intended to streamline governmental multi-channel contact centers, through delivery of services and information across communication types.

'Achieve Quick Results'

The company said the software uses pre-configured content and pre-defined services that are specifically designed for these uses. Supported channels include phone, e-mail, Web, and chat, and SAP said the offering can be deployed in under three months, thanks to pre-configuration and rapid deployment methodology.

Jens Romaus, senior vice president and global head of Public Services Industry Solutions at SAP, said in a statement that the solution "can be deployed quickly for a fixed cost," helping governments to "achieve quick results while minimizing the risks typically associated with a new software project."

A shared service model concept is utilized, so that CRM capabilities can be reused on other projects. Channels for social media and mobile devices can also be added as an extension to the citizen contact center solution, when needed. In addition to this support for citizen contact centers, SAP offers other public section solutions in its Urban Matters program for social services, public security, tax and revenue management, citizen services and grantor management.

We asked Charles King, an analyst with business technology research firm Pund-IT, if governments represent a growing market for CRM. He replied that they've "not traditionally been the fastest adopters of new technology," but "continuing cost pressures" mean that they need to look to technology to save money and improve services.

Pitching to Governments

King also noted that there may be a divide along generational lines as to which citizens will benefit from technology like CRM, such as younger people utilizing CRM services more than older ones. But King pointed out that various kinds of Web-based citizen services are becoming commonplace in some U.S. states, such as his state of California, where much of the interaction for jury duty, for instance, can be handled online.

Increasingly, CRM vendors are pitching their products to the governmental market, composed of agencies that are, ostensibly, entirely in the business of providing services for and to citizen-customers. For instance, Oracle has said that its CRM Public Sector, part of its Social Services Suite, is one of the first off-the-shelf software solutions created specifically for social services.

In Oracle's case, the CRM solution is part of an integrated platform for government, the Social Services Suite, which provides tools for determining eligibility, managing cases, increasing caseworker efficiency, and improving overall program effectiveness.

Similarly, Sunnyvale, California-based KANA Software has a Service Experience Management platform that includes CRM and Web-based customer service, along with business process management, knowledge management and social media. The company said the platform, which can be cloud-based or delivered on-premise, has been used by more than 250 governmental agencies.
 

Tell Us What You Think
Comment:

Name:





 Computing
1.   Microsoft, IBM Cloud Catching AWS
2.   Salesforce App Personalizes the Sale
3.   Watson's First Consumer-Facing Gig
4.   HP Drops $50M on Hortonworks
5.   Yammer Moved to Office 365


advertisement
Backlash Stirs Against H-1B Visas
Debate over foreign workers continues.
Average Rating:
Amazon Intros Zocalo Storage Service
Online storage and sharing for business.
Average Rating:
Salesforce App Personalizes the Sale
New CRM and sales automation tools.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 
Dropbox for Business Beefs Up Security
Dropbox is upping its game for business users. The cloud-based storage and sharing company has rolled out new security, search and other features to boost its appeal for businesses.
 

Enterprise Hardware Spotlight
Watson Gets His First Customer Service Gig
Since appearing on Jeopardy, IBM's Watson supercomputer has been making a living using his super-intelligent knowledge base for business verticals. Now, Watson's been hired for his first customer service job.
 
Tablet Giants Apple and Samsung Feel the Heat
When a company saturates its home market with a once-hot product, expect it to pump up efforts elsewhere. Apple, for its part, is now pushing iPads to big corporations and the enterprise market.
 
Microsoft Makes Design Central to Its Future
Over the last four years, Microsoft has doubled the number of designers it employs, putting a priority on fashioning devices that work around people's lives -- and that are attractive and cool.
 

Mobile Technology Spotlight
T-Mobile Calls 'BS' on AT&T's New Promotion
While Verizon Wireless is moving to throttle bandwidth hogs, a scrappy T-Mobile is taking on the giants with a limited-time promotion it hopes will drive up the churn rates of its wireless rivals.
 
Microsoft Update to Windows Phone 8.1 Already Coming
An update to Windows Phone 8.1 is on the way just weeks after the release of the product itself. Microsoft has begun detailing some of the update features to phone manufacturers.
 
Stanford Researchers Report Battery Breakthrough
Stanford researchers have found a way to use lithium in a battery's anode, a breakthrough that could triple capacity and has been described as the "holy grail of battery science."
 

Navigation
Enterprise Security Today
Home/Top News | Network Security | Viruses & Malware | Cybercrime | Security Solutions | Mobile Security | Disaster Recovery | Windows Security
Data Security | EST Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.