Keith Vicens, Managing Consultant Email: KeithV@InfoStrat

1. CRM Housing Solution Extending Your Case Management Capabilities Keith Vicens, Managing Consultant Email: KeithV@InfoStrat.com

2. Introduction • Information Strategies (Infostrat) • Founded in 1987 • Most experienced Microsoft Gold Certified Partner in Washington, D.C. • Microsoft CRM • Application Development • Smart Client Development • Active Directory and Identity Management • Web Development • Database Management • Business Intelligence • Portals and Enterprise Content Management

3. Background • Montgomery County Housing Opportunities Commission provides affordable housing and support services • Enhance the lives of low and moderate income families throughout the county • HOC operates in three roles • Public Housing Agency • Housing Finance Agency • Housing Developer 3

4. Problem • Montgomery County HOC (MCHOC) identified a need to improve client relationship management and better manage internal operations. • Key system requirements include: • Flexible workflows • Automate bulk imports for recertification letters • View tenant, vendor and property information from external systems • Easy receipt configuration to allow recording and printing • Single source of data for all client transactions • Automatically generate key follow up tasks • Reduce data entry • Ensure data consistency 4

5. Solution At A Glance • Infostrat developed the HOC CRM Housing solution • Tracks and manages all activities associated with a client • Central communication piece between clients, staff and management • Case Management focused on tasks and activities • Key features include: • System Integration • Integrates with external system of record for all tenant data • Automated workflows • Custom workflow to generate workflow steps based on a user-supplied spreadsheet. • Supports automated bulk imports for recertification letters • Custom receipts • Data Auditing • Outlook Integration 5

6. Technologies Involved Microsoft Dynamics CRM SQL Server 2005 SQL Server Reporting Services VB/C# .NET ASP .NET Windows Services JavaScript Xml/Xslt Excel 6

7. CRM Architecture 7

8. Solution Overview • Custom Features • Manage Tenants • Track Properties and Vendors • System Integration • Manage Activities associated with Tenants • Automatic Task Generation • Bulk Recertification • Custom Receipts • Data Audit 8

9. Solution Overview • CRM Features • Ease of customization/configuration • Edit multiple records • Duplicate detection • Advanced Find • Report Wizard • Export to Excel • Powerful, flexible workflow engine • Service Activities/Case Management • Teams/Role based security 9

10. Manage Tenants Sort on any column Add, remove and reorder columns Export to Excel Edit multiple records 10

11. Manage Tenants • Related fields grouped on tabs • Customizable form layout • Imported data is read only

12. Integrate with External Systems • Enhance CRM functionality with custom web apps • Real time lookup of data from external systems

13. Custom Receipts • Track Receipts • Associated with Tenants or Vendors

14. Print Custom Receipts • Printable receipts • Provides a paper trail for • Customers • Support personnel on the intake desk

15. Data Audit • Track critical data changes • User, Date, Previous and new values

16. Track Properties and Vendors

17. Adhoc Queries • Users can define powerful queries • Query against all entities • Related entity attributes • Select specific columns • Specify sort column and sort order

18. Export To Excel • Export data to Excel • Advanced Analysis and data manipulation

19. Automatic Task Generator • Dynamic Workflow Processes and Steps • Configurable by Administrator • Reduce data entry • Follow up tasks automatically generated

20. Bulk Recertification • Import data about recertification letters • Verify tenant data • Automatically generate follow up tasks

21. Reporting • Users can build basic reports • No code needed • Update in CRM • Export to Visual Studio for more advanced reporting

22. Duplicate Detection • Configurable detection rules • Detection rules updated every 5 minutes • Users choose whether to accept data

23. Edit Multiple Records • Reduce data entry • Update multiple records

24. Merge Records • Merge duplicates • Select fields to keep from each record

25. Service Activities • Manage resources • Schedule activities

26. Cases • Track problems, questions and issues • Convert activities to Cases • Phone calls, e-mails

27. Benefits • Ease of use • Short learning curve • Reduced data entry • Improved management of client interaction • Better tracking of internal activities and communication • Outlook Integration • System Integration

28. Next Steps • Increased integration with external systems • Embed apps in CRM IFrames • Launch apps from CRM • Track Waitlists • Automate additional workflows 28

29. Summary / Closing Remarks • Existing, proven system to support public housing • Webinar scheduled for Apr 24, 11:00 am EST • View online demo at: • http://www.govserver.com/Solutions/Pages/State%20and%20Local%20Governemnt%20Public%20Housing%20Management%20Solution.aspx 29

30. Questions

31. Keith Vicens, Managing Consultant Email: KeithV@InfoStrat.com CRM Housing Solution Extending Your Case Management Capabilities 31