1 Keith Vicens, Managing Consultant CRM Housing Solution Extending Your Case Management Capabilities

Introduction Information Strategies (Infostrat) Founded in 1987 Most experienced Microsoft Gold Certified Partner in Washington, D.C. Microsoft CRM Application Development Smart Client Development Active Directory and Identity Management Web Development Database Management Business Intelligence Portals and Enterprise Content Management 2

Background Montgomery County Housing Opportunities Commission provides affordable housing and support services Enhance the lives of low and moderate income families throughout the county HOC operates in three roles Public Housing Agency Housing Finance Agency Housing Developer 3

Problem Montgomery County HOC (MCHOC) identified a need to improve client relationship management and better manage internal operations. Key system requirements include: Flexible workflows Automate bulk imports for recertification letters View tenant, vendor and property information from external systems Easy receipt configuration to allow recording and printing Single source of data for all client transactions Automatically generate key follow up tasks Reduce data entry Ensure data consistency 4

Solution At A Glance Infostrat developed the HOC CRM Housing solution Tracks and manages all activities associated with a client Central communication piece between clients, staff and management Case Management focused on tasks and activities Key features include: System Integration Integrates with external system of record for all tenant data Automated workflows Custom workflow to generate workflow steps based on a user-supplied spreadsheet. Supports a utomated bulk imports for recertification letters Custom receipts Data Auditing Outlook Integration 5

Technologies Involved Microsoft Dynamics CRM SQL Server 2005 SQL Server Reporting Services VB/C#.NET ASP.NET Windows Services JavaScript Xml/Xslt Excel 6

CRM Architecture 7

Solution Overview Custom Features Manage Tenants Track Properties and Vendors System Integration Manage Activities associated with Tenants Automatic Task Generation Bulk Recertification Custom Receipts Data Audit 8

Solution Overview 9 CRM Features Ease of customization/configuration Edit multiple records Duplicate detection Advanced Find Report Wizard Export to Excel Powerful, flexible workflow engine Service Activities/Case Management Teams/Role based security

Manage Tenants Sort on any column Add, remove and reorder columns Export to Excel Edit multiple records 10

Manage Tenants Related fields grouped on tabs Customizable form layout Imported data is read only

Integrate with External Systems Enhance CRM functionality with custom web apps Real time lookup of data from external systems

Custom Receipts Track Receipts Associated with Tenants or Vendors

Print Custom Receipts Printable receipts Provides a paper trail for Customers Support personnel on the intake desk

Data Audit Track critical data changes User, Date, Previous and new values

Track Properties and Vendors

Adhoc Queries Users can define powerful queries Query against all entities Related entity attributes Select specific columns Specify sort column and sort order

Export To Excel Export data to Excel Advanced Analysis and data manipulation

Automatic Task Generator Dynamic Workflow Processes and Steps Configurable by Administrator Reduce data entry Follow up tasks automatically generated

Bulk Recertification Import data about recertification letters Verify tenant data Automatically generate follow up tasks

Reporting Users can build basic reports No code needed Update in CRM Export to Visual Studio for more advanced reporting

Duplicate Detection Configurable detection rules Detection rules updated every 5 minutes Users choose whether to accept data

Edit Multiple Records Reduce data entry Update multiple records

Merge Records Merge duplicates Select fields to keep from each record

Service Activities Manage resources Schedule activities

Cases Track problems, questions and issues Convert activities to Cases Phone calls, s

Benefits Ease of use Short learning curve Reduced data entry Improved management of client interaction Better tracking of internal activities and communication Outlook Integration System Integration 27

Next Steps Increased integration with external systems Embed apps in CRM IFrames Launch apps from CRM Track Waitlists Automate additional workflows 28

Summary / Closing Remarks Existing, proven system to support public housing Webinar scheduled for Apr 24, 11:00 am EST View online demo at: nd%20Local%20Governemnt%20Public%20Housing% 20Management%20Solution.aspx nd%20Local%20Governemnt%20Public%20Housing% 20Management%20Solution.aspx 29

30 Questions

31 Keith Vicens, Managing Consultant CRM Housing Solution Extending Your Case Management Capabilities