Simplifying relations with citizens and businesses

CRM (or Customer Relationship Management) is a regional tool that allows institutions to simplify their relations with citizens and businesses. It aims to automate and organise the data flows needed for administrative procedures between citizens and institutions. It provides a simple, fast and reliable service for citizens. 

Implementation of CRM software 

The CRM service consists of:

1. The platform 
2. Support from Paradigm in using the CRM software 

The CRM is developed and implemented by Paradigm teams, who guarantee assistance with change management. 

There are several steps involved in setting up a CRM: 

• needs analysis and capture 
• estimated effort for implementation in the regional CRM 
• drafting/publication/evaluation/assignment of work orders 
• Paradigm-led development/operating rules for third-party development 
• the provision of framework agreements 

The benefits of Customer Relationship Management

• Better communication to citizens: the CRM [fr] offers more specific targeting as well as a campaign management tool for finding out the impacts of the various communications and thus optimising them.  
• Efficiency gains: CRM allows administrations to modernise thanks to the automatic assignment of tasks, the tracking of files, and the storage and exchange of information 
• Improved work environment: through automation and workflow creation 
• Better organisation of data: using CRM makes it possible to keep track of the different interactions with citizens 
• Security: CRM allows better control and tracking of interactions, accesses and automatic connections to data from authentic sources with Fidus 
• IT simplification: as CRM is managed in full SaaS, it replaces a large number of old applications used in the administration  

The different CRM tools 

CRM [fr] is composed of four tools:  

1. CRM (Customer Relationship Management): allows the management of requests/complaints/subsidies, the automation of workflows and the follow-up of the resolution  
2. CRM contact management and 360° view: makes it possible to monitor the contacts of an institution and find out their profiles  
3. CRM knowledge management and sharing: makes it possible to manage and share content internally and externally  
4. CRM marketing and communication: optimises campaigns and communications to citizens 

In conclusion, CRM offers a quality service to citizens through better management of the customer relationship.  Communication to citizens is improved thanks to more specific targeting as well as the optimised marketing campaign management tool. The CRM also makes it possible to modernise the administrations through the improved organisation and management of the data.