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

Tender description

An improved CRM will enhance service delivery to all external/internal customers and mitigate reputational risks to DAFM as follows: •Enhanced integration of systems will reduce 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 chatbot will be available 24/7 to allow farmers an always ready method of contacting DAFM. It is envisioned that the chatbot will answer questions on the DAFM’s schemes and services, it will update the farmers details and report on the status of the farmers applications when requested. Lot 1: 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.