Government CRM
When the same citizen applies by letter, by phone and through the web form, three separate cases are opened inside the institution and all three move through different units. Which one was answered only comes to light when the applicant asks a second time.
An application is a record; its channel, subject and responsible unit are fields. Every handover accumulates on the same card with its date, and those past the response target gather in one list.
- Gather applications arriving by letter, web form, e-mail and WhatsApp into a single record structure
- Route an application to the right unit with assignment rules defined during setup, and see waiting and overdue work in one list
- Send notifications to citizens over SMS and WhatsApp, and leave a trace of the sending on the record
- Keep who made each change to a record and when, for audit purposes
| Application Record | An application is a record; the channel it came in on, its subject and the unit responsible are in its fields, and every handover accumulates on the same card as a date. |
|---|---|
| Unit Routing | Routing is an assignment rule defined during setup; based on the subject field the record drops into the queue of the relevant unit, and work with no owner assigned stays on a list. |
| Response Time | The target date by which an application must be answered is a field on the record; applications approaching and past their deadline gather in lists filtered on that field. |
| Audit Trail | Field changes are kept in the record's history; which user changed what and when is read from the record itself. |
In a public institution, what decides the fate of an application is whose desk it lands on. When a document passes from unit to unit by hand, the days that go by in between sit on nobody's record; when the applicant asks about the status, which desk the file is on right then is found by asking around one person at a time. The duration of the work cannot be measured this way, and time that cannot be measured cannot be managed.
In Rapitek CRM an application is a single record: which channel it came in on, which unit it was assigned to and the date of every handover all sit on the same card. Thanks to the queue structure and the assignment rules defined during setup, an incoming request reaches the responsible unit without depending on one person's initiative; work that is waiting and work whose deadline is about to run out gather in a single list. Because every change to the record leaves a trace, the information asked for in an audit is not compiled after the fact — it is already in place.
The scope of the plans and the separately priced items are written on the pricing page.
