Contents

Summary

This standard outlines the guidelines and best practice for using Customer Relationship Management (CRM) services within the Department for Education.

Categories

The categories applicable to this standard are:

IT Operations
  • Application Operations
  • Business Relationship
  • Service Desk
Technical

Purpose

CRMs are a suite of business applications designed to manage customer information and streamline business processes. They can be used for internal facing operational processes but can also offer end to end capabilities that allow for external sector facing interactions to take place that will then integrate with internal operations. They can also integrate with other departmental services such as payment systems.

The CRM capabilities currently utilized within the department include use cases such as supporting contact centre operations, handling grant management processes, enabling data collection and general programme management.

Those looking to use this standard or learn more about it should contact the Solutions Delivery Team to ensure an appropriate development approach is taken.

How to meet this standard

Teams should use the products listed in this standard for the use cases provided.

If there is a repeatable or ongoing CRM requirement, then the service should use a CRM that aligns with the business area, so engagement can be managed and maintained on an ongoing basis.

If you are thinking of or are already using alternative tools for CRM, please contact the Solution Delivery Team to talk about standardising data dictionaries (so services can be better supported in the future) or where there is a case to move to a standard CRM product.

Any services that cover different use cases for CRM products should first discuss their needs / requirements with the Solution Delivery Team, who may be able to provide a service, or support with the design of these features.

Approved products

Approved product or service

Product or service
Dynamics365
Vendor
Microsoft
Version
Evergreen
Use-case
For contact centre, grant management, data collection, and programme management features, as outlined in the standard.

Exceptions

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Declaring conformance with this standard

Conformance with the standard must be recorded every 6 months.

Owner and contacts

Standard owner
Iain Mcintosh
Head of Solutions Delivery
Standard owner
Luke Slowen
Head of Profession - Architecture
Other point of contact
Eddie Haynes
Lead Developer