Agentschap NL did not have a single system that was used company-wide and contained all customer data. Several systems were used apart from each other and contained data of the same customers. If customer data was changed in one system, the data in the other system would not change automatically. This resulted in unnecessary administrative processing and increased the chance of incomplete or outdated customer data.
For this reason Agentschap NL wanted to have a central system for the storage and management of all customer data, that offered the possibility to capture information in a uniform kind of way.
Agentschap NL consists of five thematic divisions that deal with the execution of government policies surrounding sustainability, innovation and internationalization. Companies, knowledge institutions and governments can reach out to Agentschap NL for information, financing, networks and execution of laws and regulations.
Thanks to Sugar, Agentschap NL now has one flexible and user friendly system, that can be easily adjusted to new needs or requirements. Including reporting tools, workflows, authorization structure and the assurance that all customer data is fully protected. In this system, simply called ‘Customer Register’, all customer data of Agentschap NL is registered for the Ministry of Economic Affairs, Agriculture and Innovation. Updates and/or additions to the system will automatically be distributed to Agentschap NL’s other systems that are connected to the Customer Register.
OUTDATED CUSTOMER DATA
Agentschap NL did not use a department-wide solution, in which all customer data was stored and maintained. There were several systems that were used apart from each other and if data was changed in one system, the same data would not change automatically in the other systems. This led to unnecessary administrative processing and the increased probability of incomplete or outdated customer data. The need existed to have an overview of customer data and to be able to approach customers a more effective way.
Agentschap NL wanted to have one central system for the storage and management of all customer data, in which the data is captured the same way. Besides SugarCRM, other solutions have been reviewed as well. However, an open source system based on SugarCRM offered Agentschap NL the most flexibility with regard to storage, management of customer data and the possibility to make changes and enhancements in the future.
The solution for Agentschap NL is a department-widely used, web-based system, based on SugarCRM. In the Customer Register all data of Agentschap NL is registered for the Ministery of Economic Affairs, Agriculture and Innovation. Updates and/or enhancements in the system will automatically be distributed to Agentschap NL’s other systems, that are connected to the Customer Register. Because of the open character of SugarCRM the system can be integrated easily with other solutions. Whether it comes to web servers or an enterprise service bus (ESB) of databases such as Oracle and MSSQL. In order to guarantee data quality, customer data is also validated by means of external sources such as the National Register of Commerce. This happens in fixed intervals via web services.
PART OF A PROGRAM
Realizing the Customer Register is part of the multiannual program ‘eDienstverlening’ (english: eServices) at Agentschap NL. This program contributes to the efficient and effective set up of business processes and short lead times for customers. Mrs. ir. M.L.A. Durville, director of Environment and Living Environment and also president of the eServices committee: “SugarCRM now is our central customer hub. All customer data is stored in a single place. This way, we do not only save time and costs, but we also have a guaranteed data quality. And that is an important basis for proper information distribution and service to our customers.
Agentschap NL now has one flexible and user friendly system, that can easily be adjusted to new needs and demands. Including reporting tools, workflows, authorization structure and the guarantee that all data is fully protected. All involved Agentschap NL employees now can organize and manage customer data in a fast and simple way. By doing so, customers will be supported in a better way, through accurate information and better services. This strengthens the image of Agentschap NL as a highly specialized and reliable partner.