Customer Relationship Management (CRM)
This standard outlines the guidelines and best practice for using Customer Relationship Management (CRM) services within the Department for Education.
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.
CRM capabilities currently utilised 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 comply with this standard or learn more about it should contact the Solution Delivery Team, to ensure an appropriate development approach is taken.
Categories
IT Operations
- Application Operations
- Business Relationship
- Service Desk
Technical
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 whether 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.
Governance
The standard will be reviewed, along with the supporting patterns and components, at regular intervals.
Version history
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