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Baw Baw Shire Council Develops a Complete Constituent Relationship Management Solution: Located in Victoria, Baw Baw Shire Council employs 300 people, including an IT team of six, servicing a population of about 40,000 spread across 4000 square kilometers. Baw Baw Shire Council needed to replace its existing customer access request system to improve first-point-of-contact resolution of constituent requests. By providing an...; Tags: Council, Microsoft Corp., Constituent, Baw Baw Shire Council, Team Management, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Strategy, Management, Marketing, Software; Case studies 2009-06-25

Baw Baw Shire Council Resolves More Constituent Queries First Time Round: When Baw Baw Shire Council decided to replace its existing customer access request system to improve first-point-of-contact resolution of constituent enquiries, it found that no off-the-shelf application could meet its specific needs. So it built its own. Called CouncilRM, solution is founded on Microsoft Dynamics CRM. It brings together constituent...; Tags: Microsoft Corp., Constituent, Microsoft Outlook, Asset Management, E-mail, Microsoft Office, Productivity, Advertising & Promotion, Customer Relationship Management (CRM), Office Suites, Software, Operational Planning, Business Operations, Online Communications, Marketing, Enterprise Software; Case studies 2009-06-15
Local Government Improves IT Operational Efficiency and Effectiveness: Although Baw Baw Shire Council IT Team had an incident management system, they did not have an up-to-date, internal Frequently Asked Questions FAQ page to direct users to proper channels when reporting incidents. All types of user requests were placed in the same queue, making it difficult for IT engineers...; Tags: Information Technology, Backlog, Government, Microsoft Corp., Incident Management, Strategy, Management; Case studies 2007-10-01