The City of Lausanne, one of the largest cities in Switzerland, has more than 4,500 collaborators spread out over seven service areas and 42 services.
Every day, the City’s industrial services area receives hundreds of communications (letters, email, and fax) that need to be answered on time. The aim of Project GECO (Mail Management) was to offer a business solution covering the following four areas:
- Efficiency & Quality: Convert all incoming communications into electronic format as needed, register all incoming communications, and assign them to client’s managers in order to get an adequate response on time.
- Traceability: Register all actions and activities from reception to response to delivery.
- Archiving: Retain all incoming and outgoing communications during the entire legal period.
- Monitoring & Reporting: Provide indicators, reports, and scorecards to management.
The challenge: Deploy the system into production rapidly with limited resources and budget.
SharePoint 2010 was already in place and used mainly by the services for collaboration and document management. Therefore SharePoint was naturally chosen as the CRM technology platform, in order to maximize the platform’s return on investment and minimize the total cost of ownership of implementing new business solutions.
The purchase of the BPA Solution Suite, including SharePoint CRM, allowed the City to provide different business solutions that could be used immediately without any development or coding. This included the Mail Management solution. This solution now gives users the ability to produce printable documents and emails rapidly using many different predefined templates. The solution also gives users the ability to apply filters and search for information rapidly; users have the ability to view all actions and activities done throughout the whole chain, from reception to delivery. Finally, the reporting section provides accurate indicators of performance and business intelligence.
As of May 2013, the Mail Management solution has been used every day by the entire service. In about seven months, more than 25,000 incoming and outgoing letters, emails, and faxes were registered and managed successfully.
The solution is easy to use and performs all the key steps of the Mail Management Service more quickly and efficiently. The objective of achieving 96% of responses on time has been reached systematically and the client’s satisfaction has been improved substantially.
Managers now have multiple dynamic reports to better track and follow the client’s requests, and therefore improve the quality of the Mail Management Service.
This is just one example of how BPA Solutions and their SharePoint CRM can help solve challenging problems. Other BPA business solutions, including the new Partner Relationship Management Solution, will be going live soon. Please follow our blog for more updates on our new products.