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Video: Agile approach benefits Natural Resources Wales' customers



Industry voice: Welsh environmental body has developed a more user-friendly system in its CRM implementation

When the Welsh government decided to replace the Environment Agency, the Forestry Commission and Countryside Council for Wales with a single organisation – Natural Resources Wales – there was much consolidation work to be done.

One of the first jobs was to put in place a new consolidated CRM that would bring efficiency, savings and an excellent user experience.

With experience of environmental regulations and the ability to implement a solution within short timescales, SFW was called in to undertake the task using the Microsoft Dynamics system.

In this video, NRW and SFW discuss the agile method and guidelines they used to build the solution and how customers were involved in creating the optimal, most intuitive user interface.

Watch the video:


NRW was formed from the Environment Agency, the Forestry Commission and Countryside Council for Wales.

SFW designs, develops and manages applications that lead to a better customer experience, new sources of revenue or lower cost of transaction. Find out more here.

SFW are hosting an event on the 13th October 2016 to share knowledge on how you can create master records with a single view of the customer, support a risk-assessed approach to processing cases, reuse existing and new elements, make serious savings from using the cloud and lay the groundwork for more digital interactions. Click here to find out more and register for the event.





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