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CORRESPONDENCE TRACKING SYSTEM –
NYC DEPARTMENT OF FINANCE

The Dynamics CRM Online 2016 implementation has proven to be a robust and repeatable solution that can find value in any government agency.





BUSINESS SITUATION

The New York City Department of Finance (DOF) required a unified and centralized method of correspondence tracking. Their objectives included developing a standardized system to collect correspondence in order to facilitate the processing, tracking, and monitoring of correspondence through automated workflows.


Solution Type

Government
Correspondence Management
Case Management
Communications Tracking


SOLUTION

Aeon Nexus replaced DOF’s existing Siebel manual email management process with an automated correspondence system utilizing the cloud-based Dynamics 365 platform. By leveraging this platform, Aeon Nexus developed an intuitive and user-friendly solution. This system provides automated workflows that capture and record all incoming and outgoing communication, integration with built-in document management, and generated template-driven response documents and emails. Efficient search and retrieval assignments of tasks and report generation offers unsurpassed levels of client service and traceability. Management dashboards and reporting allowed for real time business critical management information being readily available and easily accessible.


User Base

15,000 Correspondences Per Week
150 System Users


BENEFITS

This unified correspondence management solution used by DOF business units greatly reduces correspondence response times with the public. Users were able to easily adapt to the new system after only a single training session. Our system has eliminated manual processes and increased DOF’s correspondence productivity by 50%.


Software

Microsoft Dynamics CRM 2016 Online Gov’t
SharePoint
Office 365
Adxstudio Portal
MS Outlook Client