Embedded Files
CRM Requirements
CRM Requirements
The backbone of the new system to deliver the user requirements is a CRM which will link to a user interface via APIs, as per ICT’s digital strategy. The CRM will:
- Store contacts (currently in a component of Universal Housing)
- Integrate with our Hackney API
- Integrate with Citizen Index
- Support seamless journey with Paris
- Enable seamless sharing of data with other Housing services
- Support a user-centred, Agile approach to product development
- Meet GDS Technology Code of Practice
- Cost of implementation and availability of staff
Long-List
Long-List
Using the G-Cloud Digital Marketplace, we filtered on these criteria to create a long list:
- Case management - tie in with user needs
- Contact management
- Call centre
- Cloud software in line with Hackney strategy
- Deployable to a public cloud
- Data processing and storage located in the UK
This generated 49 results.
Please see search results for search dated 11/07/2018.
Shortlist
Shortlist
A number of products were rejected as they did not have the fundamental requirement of being CRM-focused and we further narrowed down to a shortlist by including a later identified requirement for an enterprise-level CRM that would be scaleable for future requirements and user volume.
The short-listed products were then evaluated on the basis of their features, technical abilities, skill requirements (60%) and pricing (40%). Maximum percentage points were given to the highest scoring product for each criterion (lowest scoring in the case of price). The other products were given percentage points according to their scores relative to the ‘winner’.
Conclusion
Conclusion
This evaluation based on technical features and pricing leads us to believe that MS Dynamics 365 is the most cost effective and versatile CRM for our needs.
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