Oakton rolls out cloud-based CRM for the Department of Industry, Innovation and Science

Sydney, Australia, 29 June, 2017 – Leading Australian technology and business consulting services company, Oakton, a Dimension Data company, has delivered one of the first Australian Government cloud-based customer relationship management (CRM) platforms for the Department of Industry, Innovation and Science (DIIS).

The project, undertaken in response to the Australian Government’s Single Business Service initiative announced in the 2014-15 Federal Budget, has delivered a highly secure platform that manages a single view of the department’s customers, driving greater productivity and improving customer experience, as well as embedding an Agile approach to innovation.

Charged with increasing the productivity and global competitiveness of Australian businesses, the department required a consistent, secure, and up-to-date view of customer data to effectively manage its broad remit. There are over two million businesses operating in Australia, and independent research indicates that more than half of SMEs have used business.gov.au or another department service in the previous 12 months.  

The new CRM overcomes past challenges of siloed information, and enables the department to access customer data to swiftly resolve enquiries and provide more valuable advisory services. It also reduces the scope for human error — which can affect the integrity of customer data when it is held across multiple locations and updated manually. 

“Our customer-facing staff members are saving a significant amount of time and helping deliver better services,” said Clive Rossiter, the department’s General Manager of Digital Business Services. Additionally, the department can now roll out a new CRM capability to users extremely quickly, improving its response to customer demand and increasing staff satisfaction.

“Delivering on that promise has been important in taking our people with us on the digital transformation path. Now, if anyone here has a good idea about how something can be improved, we can turn that around in as little as four weeks,” said Mr Rossiter. “After initially running a pilot of this with Oakton and Microsoft, we now have around 800 users on the platform. Nearly one-third of the department logs in and uses the system each day, recording more than 5000 customer interactions every month.”

Debra Bordignon, Chief Technology Officer, Dimension Data Australia, said a key success factor for the project was that it allowed the department to roll out a fit-for-purpose enterprise platform. It was delivered using an Agile method that allowed the department to take over its ongoing management and development. “We were able to transfer capability and knowledge to the department,” she said. “It now runs the same Agile method to continuously improve the platform, removing the need for the old-school consultants and the expense of vendor involvement.”

The platform was built on Microsoft’s Dynamics 365, which is located in Australia and has been certified by the Australian Signals Directorate.

About Oakton

Oakton is one of Australia’s leading technology and business consulting services companies, and a subsidiary of Dimension Data Australia. We help some of Australia’s largest organisations across a range of industry sectors meet their technology and business needs through our flexible, cost-effective and results-driven approach to service delivery. With over 1,000 employees, Oakton has offices in Melbourne, Sydney, Canberra, Brisbane, Perth and Hyderabad (India). To learn more about Oakton please visit www.oakton.com.au 

About Dimension Data
Dimension Data uses the power of technology to help organisations achieve great things in the digital era. As a member of the NTT Group, we accelerate our clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity. With a turnover of USD 7.5 billion, offices in 58 countries, and 31,000 employees, we deliver wherever our clients are, at every stage of their technology journey. We’re proud to be the Official Technology Partner of Amaury Sport Organisation, which owns the Tour de France, and the title partner of the cycling team, Team Dimension Data for Qhubeka. Visit us at http://www.dimensiondata.com  

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