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