New constituent relationship management technology will tie email to other communications and the larger constituent record.
Posted Oct 14, 2016
iConstituent has upgraded its constituent relationship management (CRM) product with Email Threading that organizes communications throughout an office.
"Government offices manage hundreds or thousands of emails a day, and organizing those communications into critical case files can make logistics the focus instead of helping the public," said iConstituent's chief technology officer, Jeff Green, in a statement. "Our customers tell us that managed workflows double their productivity, and solving email efficiencies was the greatest thing we could do to create a surge in results for constituents."
iConstituent CRM 1.4 now supports features of desktop email such as attachments and multiple addressees, plus merge fields that allow caseworkers to reuse workflows critical to complex cases. iConstituent CRM 1.4 organizes all the notes from a case into one interface where phone calls, in-person visits, and email interactions all tell a constituent's story for anyone in the office to review.
"Our goal is to totally replace the pink notepad where constituent staff have traditionally jotted case notes," said Aaron Stowers, an iConstituent support and product manager, in a statement. "iConstituent CRM does that."
iConstituent CRM 1.4 works seamlessly with government email providers such as Outlook, but each email is automatically associated with related notes and case journals. It also includes the following features:
- HTML letters for case management;
- A streamlined design for adding phone notes to constituent records;
- Custom handwritten signature blocks for all office staff;
- Improved workflow tracking for case notes; and
- A robust incoming casework viewer.
"iConstituent customers have already resolved more than 1.3 million cases for constituents," Green said. "The new government CRM will save local, state, and federal governments thousands of hours of work."