SOFTWARE APPLICATION SOLUTIONS - Customer/Citizen Relationship Management and Case Management Solutions
- Framework agreement number: RM713/L2
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Buying Solutions Service Desk
Temple Court, Risley
Range of Solutions
Fujitsu can provide solutions covering both:
· Case Management (CM);
· Customer/Citizen Relationship Management (CRM).
Where CM solutions are typically differentiated from CRM by process maturity, with CM solutions supporting formal, regulated or statutory processes such as processing claims following established business rules.
CRM may be less formalised or predictable, managing flexible processes where the primary requirements are for joined up access to contact records relating to a person or household/family and clear accountability for dealing with active enquiries.
Fujitsu provides solutions covering all Lot 2 services, and, recognising that public sector often requires an incremental approach, is extending the scope of the CRM/CM service, particularly where a diverse range of public services is offered to citizens.
Capability and Capacity
Fujitsu’s CRM Solutions utilise COTS technologies which users find easy and quick to learn - promoting early realisation of benefits. Use of standard tools and technologies protects and enhances the business value of an organisation’s entire IT portfolio. At one council CRM is built into their ORACLE-ERP solution and for another we use SAP.
For CM Solutions, Fujitsu uses BPM tools alongside document management and an archiving/lifecycle management capability.
Fujitsu has 200+ CRM/CM specialists able to design, implement and support these systems.