Contact Relationship Management (CRM)

From an ROI perspective, by centralizing contact management in a single database across the enterprise, the Department can consolidate development, security, hosting, and operational resources in support of one platform. Instead of investing in separate lines of effort for each of these critical technical components, this can be funded once for the enterprise. CRM consolidates contact management, email marketing, event management, and analytics into one platform, rather than maintaining the status quo of supporting these functions as separate Department applications. This improves the Department's security by reducing the number of access points for privacy data - providing a single database that can be closely monitored & appropriately encrypted. It saves cost on auditing, as well, as the vendor inherits the bulk of security controls on behalf of the government and the Department must only resource the evaluation of one CRM for the enterprise, rather than auditing each homegrown system separately. CRM is hosted on a cloud platform that regularly updates to its foundation, ensuring that the software remains secure and modern, saving the Department time and effort in maintenance. What sets CRM apart is that it is hosted in the cloud. The technology supporting CRM is configured and managed centrally by the Project Team in Washington, reducing the need for IT specialists at post to maintain multiple technologies. Centralization will lead to greater data standardization, knowledge sharing, and better data quality across the Department, while still allowing posts to manage their own data. Once CRM is successfully deployed to the enterprise, the Department will have a centralized, accessible, uniform database that preserves all employee engagement with foreign contacts in one platform. By centralizing this, the Department will have access to a robust data set that will give senior leadership insight into how staff are performing and how work can be improved to align withstrategic goals. For the first time, engagement will be measurable across the enterprise.From an ROI perspective, by centralizing contact management in a single database, the Department can consolidate development, security, hosting,& operational resources in support of one platform. Instead of investing in separate lines of effort for each of these critical technical components, this can be funded once for the enterprise.

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