Market Overview

iConstituent Releases Email Threading for Government CRM Software


New constituent relationship management technology will save officials thousands of hours.

Washington, DC (PRWEB) October 14, 2016

iConstituent today announced a major upgrade to its flagship constituent relationship management (CRM) product, based on research with government customers throughout the U.S. The new certified government CRM release puts email interactions at the center of constituent casework 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 CTO Jeff Green. "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."

Common issues for iConstituent customers include helping veterans get their benefits, assisting immigrants and their families with complex legal issues and interactions with agencies, and ensuring seniors and others eligible for public benefits receive care. Aaron Stowers, an iConstituent support and product manager, said the new iConstituent CRM 1.4 software now supports features of desktop email such as attachments and multiple addressees, plus the bonus of merge fields that allow caseworkers to reuse workflows critical to complex cases. iConstituent CRM 1.4 organizes all the notes from a case into a simple 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," Stowers said. "iConstituent CRM does that."

iConstituent's research shows that while the overall CRM market is growing by 12 percent a year, many government offices still use a mix of paper files and written notes alongside legacy IT systems and desktop email. 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.

"Every office has a solution, but the level of adoption varies widely," Stowers said. "This is faster - everything in one place, with search."

Green said the new product also includes features that make digital government easier across the board, including:

  • HTML letters for case management
  • A streamlined design for adding phone notes to a constituent record
  • 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."

About iConstituent: iConstituent connects people and government with great software. It brought the first e-newsletter to Congress in 2003, and provides CRM, email, telephone town hall, and other IT services to hundreds of government offices across the U.S.

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