Microsoft Dynamics Customer Solution Case Study State Regulator Improves Response Times by 66 Percent by Using Cloud-Based CRM Solution “We’ve streamlined our processes and become a much Overview Country or Region: United States more productive organization. members are very Industry: Government agencies—State confident that they’re able to complete their work more government agencies efficiently.” Customer Profile The California Department of Financial Louise Amegin, Performance Chief, California DFI Institutions (DFI) oversees the secure operation of California's state-chartered Tasked with regulating state-licensed banks, credit unions, and financial institutions, protecting the interests of depositors, borrowers, other financial institutions and protecting the state’s consumers, shareholders, and consumers. the California Department of Financial Institutions (DFI), faced a Business Situation staggering increase in the number of complaints against the with growing numbers of consumer institutions in the wake of the global financial crisis. To deal with complaints but with limited resources to add staff or deploy solutions, the this rising workload, the department deployed Public Records department sought a solution that would Tracker, an electronic records request management and tracking automate manual processes and improve case tracking and record keeping. system that runs on a hosted instance of Microsoft Dynamics CRM. The solution automates many previously manual Solution The DFI implemented Public Records processes, provides a centralized repository for all records, and Tracker, a solution from Eskel Porter, includes a public-facing web portal that automates which runs on a cloud-based instance of Microsoft Dynamics CRM, and includes a communications among the department, consumers, and public web portal, automated reporting, licensees. Since deploying the cloud-based solution, the DFI has and improved communication tools. improved response times by 66 percent while dealing with Benefits nearly three times the volume of complaints. Serving the public more efficiently Improved insight into department performance Low-cost, rapid solution deployment
Microsoft Dynamics Customer Solution Case Study State Regulator Improves Response Times by 66 Percent by Using Cloud-Based CRM Solution Overview Country or Region: United States Industry: Government agencies—State government agencies Customer Profile The California Department of Financial Institutions (DFI) oversees the secure operation of California's state-chartered financial institutions, protecting the interests of depositors, borrowers, shareholders, and consumers. Business Situation with growing numbers of consumer complaints but with limited resources to add staff or deploy solutions, the department sought a solution that would automate manual processes and improve case tracking and record keeping. Solution The DFI implemented Public Records Tracker, a solution from Eskel Porter, which runs on a cloud-based instance of Microsoft Dynamics CRM, and includes a public web portal, automated reporting, and improved communication tools. Benefits Serving the public more efficiently Improved insight into department performance Low-cost, rapid solution deployment “We’ve streamlined our processes and become a much more productive organization. members are very confident that they’re able to complete their work more efficiently.” Louise Amegin, Performance Chief, California DFI Tasked with regulating state-licensed banks, credit unions, and other financial institutions and protecting the state’s consumers, the California Department of Financial Institutions (DFI), faced a staggering increase in the number of complaints against the institutions in the wake of the global financial crisis. To deal with this rising workload, the department deployed Public Records Tracker, an electronic records request management and tracking system that runs on a hosted instance of Microsoft Dynamics CRM. The solution automates many previously manual processes, provides a centralized repository for all records, and includes a public-facing web portal that automates communications among the department, consumers, and licensees. Since deploying the cloud-based solution, the DFI has improved response times by 66 percent while dealing with nearly three times the volume of complaints.