The state law office of Khabarovsk Krai implements CRM from Microsoft

On November 12, 2014 the Softline company announced project completion of implementation and adaptation of a management system for relationship with natural persons on the Microsoft Dynamics CRM 2013 platform in division of MFC of Khabarovsk Krai - the State law office of Khabarovsk Krai.

Project Tasks

The state law office - division of the multifunction center of providing the public and municipal services (MFC) of Khabarovsk Krai. The bureau renders the qualified free legal aid to preferential categories of citizens - in five cities of the region 12 offices are located.

Prior to the beginning of the project in Gosyurbyuro accounting of all customer appeals and affairs was conducted in the table Excel that caused a large amount of inaccuracies due to the lack of control of a format of data. Besides, features of work of the customer – existence of divisions in the different cities, need of approval of documents by the management in Khabarovsk and, respectively, delivery of paper documents by the courier, their waiting - led to interruptions in work and difficulties when forming the summary reporting.

For streamlining of document flow, performance improvement of work of employees and decrease in quantity of errors, Gosyurbyuro of MFC of Khabarovsk Krai made the decision on system implementation of management of relationship with individuals. The Microsoft Dynamics CRM 2013 platform is selected because of ample opportunities of settings under workflows of Gosyurbyuro, optimal cost and a flexible license policy.

Project Progress

Within the project specialists of department of solutions of Microsoft of Softline company developed technical specifications, unrolled Microsoft Dynamics CRM 2013 and configured functionality:

• accounting and database maintenance of individuals;
• accounting of rendering oral and written legal services;
• accounting and document storage of citizens;
• control over business management in court;
• reports generation by different parameters;
• formation of printed forms of documents.

Project Results

Implementation of the software solution on the Microsoft Dynamics CRM 2013 platform helped to simplify processes of rendering services, to increase their quality, to optimize work with citizens' appeals due to reduction of a share of paper document flow.

"Thanks to implementation of Microsoft Dynamics CRM 2013 all information on citizens' appeals in Gosyurbyuro of Khabarovsk Krai is kept not in spreadsheets of Excel and on paper carriers now, and in the form of CRM system cards. Electronic copies of documents are attached to them. Thus, there is an opportunity to quickly obtain information on the status of each case and the employees working with it. Existence of tools of the reporting allows to obtain quickly various analytical data and to visualize them, to quickly create documents for a statement to the management. It is possible to tell that the customer had own knowledge base and the centralized working space" — Tatyana Tsaunya, the deputy manager of department of integration projects of department of solutions of Microsoft of Softline company noted.

"Thanks to implementation of Microsoft Dynamics CRM 2013 we could optimize substantially processing of citizens' appeals and increased labor productivity due to reduction of volume of work with paper documents" — Ivan Kasyanenko, the head of the State law office of Khabarovsk Krai told.

Sergey Shipitsyn, the director of business development in the Far Eastern Federal District of Softline company, said: "I want to note that this largest implementation of Dynamics CRM in the region, and the project success is achieved thanks to knowledge and experience of our employees".