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Video: CRM enables Natural Resources Wales to build on efficiencies



Industry voice: NRW plans to create more online self-service for customers as part of its transformation programme

Natural Resources Wales (NRW) has put in place a single CRM, bringing together the legacy systems of its three predecessor organisations and enabling it to easily 'bolt on' the ability for customers to self-serve.

The Welsh Government sponsored body chose Microsoft Dynamics CRM as part of its larger transformation programme, as a basis for adding more functionality to the existing solution. This means that the organisation can continue to make savings “when time and money allow us” according to one of NRW’s senior team leaders. 

“It’s a big benefit for customer, it’s easier," said Steven Attwood, senior team leader – permitting. "There’s no need to fill in three or forms and post them. Its online, it’s instant.”

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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