The Government of the District of Columbia, comprised of 100 individual agencies providing hundreds of citizen and business services, selected CherryRoad to be part of their CRM strategy team due to our relevant experience. To meet the complex challenge of integrating the District’s customer service environment, we helped design a strategy for an enterprise-wide CRM solution incorporating best practices and optimized technologies.
Our first step entailed an analysis of existing and desired future processes, followed by the development of a technical architecture design, implementation strategy, and cost-benefit analysis to identify project ROI and cost savings.
As a result, the District now has a tailored CRM implementation plan to improve customer service and process efficiencies while reducing costs across its numerous agencies.