How to choose a user portal (URM, CRM) for online services
What does a user relationship management solution need to offer?
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A secure online service platform
As a guarantee of security, make sure the platform is certified by France's National Information System Security Agency (ANSSI)
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An accessible online service platform
An online service portal that is ready to use, with a catalog of administrative services accessible on the move. A mobile app for reporting events.
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An integrated CRM system within a back-office.
A configurable CRM system for managing citizens according to category (citizens, families, businesses, associations etc.). Offering a rich, open back-office to support you over the long term (API)
The essential key functions of a URM/CRM solution
An online service portal for users
- Creating an account
- Logging in with France Connect
- Accessing freely available services without the need to log in
- Accessing services that require logging in
- Tracking the progress of the application
- Responding to requests from the administration
- Viewing the administration’s response
- Carrying out formalities on behalf of other people
- Storing files in a document folder
- Making appointments from a diary offering time slots
- Accepting appointments
- Paying bills online
A multi-channel back-office for processing by staff
- Scanning mail
- Recording requests sent via the portal
- Recording emails
- File drag/drop
- Examining and responding to requests
- Passing requests on to the relevant departments
- Classifying files
- Allocating requests to members of staff
- Processing requests
- Making appointments
- Creating and signing replies (free text, mail merge)
- Supervising services (statistics)
Rich administration functions
- Workshop for creating requests (online form)
- Managing the rules on receiving requests
- Defining and managing processing procedures, statuses and automatic acknowledgments of receipt
- Defining reply templates
- Building and managing a CRM reference system
- Managing authorizations and organization charts
- Managing diaries and available time slots
