How Government CRM Solutions Help Agencies Improve Efficiency and Quality

Customer Relationship Management (CRM) systems in the private sector are leveraged to attract, nurture, and upsell customers. In the public sector, CRM systems are much different and arguably more important because they are not dealing with customers — they are dealing with
constituents. Constituent needs are more “life-oriented,” with safety, health, and quality of life on the line.

What Advantages Do CRM Solutions Offer?

By storing and sorting constituent data into a single platform, a CRM solution can provide a government agency with actionable insights into its ability to reach constituents and understand their current needs. Data organization is just the start of a great CRM solution.

Modern CRMs give your team the tools they need to build better relationships with constituents. Additionally, government employees can focus on the job at hand rather than manual, repetitive tasks by using workflows and automation, boosting efficiency and overall job satisfaction.

Why Government Agencies Are Implementing CRM Solutions:

Cost-Savings. Improve overall constituent engagement by providing an intuitive, user-friendly interface. McKinsey estimates that 60%-80% of public sector tasks can be automated, resulting in a possible 30% of net long-term savings. It can be a reliable way to improve the overall constituent experience.

Collaborative Problem-Solving. Flex and scale while remaining secure. Even with the highest degree of data protection, the right CRM for government agencies can unite your divisions and functions, coordinate communications, and show stakeholders that your agency has simple, intuitive solutions for complex problems.

Real-Time Data. Use a real-time centralized repository for all the knowledge you need to guide your processes, integrate your legacy systems, and increase operational efficiencies. It also can bridge the gap between you and your constituents, allowing them to connect with various services concerning their safety, health, and quality of life.

Case Management Tools. Resolve cases faster using case management tools for automatic categorization and immediate access to pertinent information. Solve problems before they arise using modern analytics reports and smart rules to ensure proper follow-up communications are in place.

Modern operations are necessary for digital natives to succeed in government agencies. Without the proper tools (such as low-code, drag-and-drop capabilities to produce workflows and automation), their talents would be wasted, and they will not be able to gain transferable and
valuable skills in the modern era. So, not only will efficient CRMs serve constituents better and more efficiently, but they will also be able to attract top talent and promote job satisfaction.

• Offer a secure and intuitive system that allows for flexibility, scalability, and interoperability.
• Unite all your regulatory and IT functions around the user at every touchpoint.
• Report, track, and coordinate communications.
• Utilize built-in functionalities to manage workflows, case management, contact center functionality, AI, bots, mobile-ready, dashboards, and reporting.
• Use low-code features to configure unique processes and automations to address the nuances in government agency operations.

Once government agencies adopt a cloud-based solution, they will have the capability to better
serve their constituents. The goal of a CRM is to increase constituent engagement, which in turn,
will affect the bottom line by contributing to the efficiency of government operations. Bringing
low-code solutions that fit the unique requirements of government agencies is the solution.

A Government Use Case With Florida Prepaid College Board

How the Florida Prepaid College Board Automated Its Donation Experience With Kyra Solutions

The Florida Prepaid College Board was on a mission to end the vicious cycle families living in poverty experience due to a lack of access to resources. It partnered with a few agencies to provide students living in poverty with a potential $20 million in scholarship funds.

The Challenge

Before Kyra Solutions, it worked with a manual, paper-based system, causing roadblocks in accessing real-time information and collecting donations. The Florida Prepaid College Board recognized this issue and knew that the right CRM could help improve the donor experience.

The Result: All-in-One System

Using a Salesforce-based application, Kyra Solutions created a robust solution that gathers donor information, including pledge and donation transaction history, all on one platform where donors can:

• Easily make contributions that they can track and manage.
• Securely register and update their information.
• Conveniently contribute to any scholarship the Florida Prepaid College Board participates in.
• Make donations through different payment avenues.
• Immediately have digital access to receipts and invoices.

The foundation staff also benefits from this, as it allows them to easily create and manage new scholarship programs and manage their marketing efforts. Additionally, the solution gives the staff greater visibility with the ability to segment, as well as automate communications with
donors. This solution eliminates manual tasks so the team can focus on the organization’s mission.

Find out how Kyra Solutions has helped agencies just like yours implement public sector CRM solutions: Kyra’s Insights