TechnologyOne reports record quarter for CRM thanks to new applications

TechnologyOne has reported a record quarter for its Customer Relationship Management (CRM) software, closing five major deals and going live at three customer sites with a number of industry-first applications.

Customers to sign up for the latest release of the software include Mission Australia, New Zealand's Ministry for the Environment and Te Pou, through Wise Management Services, Tasrail, the Tasmanian Department of Health and Human Services and other Australian government bodies.

The wins mean TechnologyOne CRM software will replace Microsoft at one site and is likely to be used by more than 10,000 people over time.

The Australian software company is attributing its record number of wins, two of which have represented its biggest CRM deals to date, to its work over the past year with partners in the government, education and not-for-profit sectors to adapt its CRM software to address specific business issues.

Customers to have gone live in the last quarter are now realising benefits from the new Grants Management web portal, an online fundraising tool and a community engagement solution, while TechnologyOne is continuing to work with other early adopter sites to develop and trial other prototype applications including Membership Management and Funding Acquisition.

TechnologyOne Executive Chairman, Adrian Di Marco, said TechnologyOne's CRM offered significant potential as the ‘middle ground' in a rapidly maturing market of niche point and generic solutions and the company's investment in developing the software the last 12 months had made it even more competitive.

"We have focused on listening to our customers and investing heavily in research and development (R&D), to adapt the CRM solution to the needs of different sectors," Mr Di Marco said.

"TechnologyOne made significant enhancements to the Grants Management software to manage the full granting lifecycle including developing criteria, advertising grants and managing assessments, contracts, payment schedules, acquittals and reports, which makes it one of the most mature products on the marketplace.

"The solution also now has a self-service web portal for grantors, applicants and independent assessors, which eliminates the need for paper forms and captures all application and assessment data in one place."

TechnologyOne also worked in partnership with the Children's Medical Research Institute (CMRI) to adapt its CRM software to help charities take their fundraising online and engage more effectively with donors.

The new solution went live in time for Jeans for Genes day in August, helping to drive more than 10,000 online registrations, a 10 per cent spike in visitors to the website and savings of more than 600 man hours.

TechnologyOne General Manager - CRM, Nick Davey, said the company was in negotiations with two more customers, which would represent organisations managing hundreds of millions of dollars in grants per annum.

The other new CRM module to go live at a New Zealand local government site was the Community Engagement solution, which helps councils manage public participation, in particular demonstrating when and how and the outcomes from consulting with the community.

"The Community Engagement tool has much wider application as it can gather qualitative and quantitative data and reach out to people across a wide variety of forums including social media, specialist sites like Bang the Table and more traditional forms of communication like letters and emails," Nick Davey said.

"As well as ensuring our customers are consulting with all demographics, not just narrow interest groups, the software can empower people to access information and take part in public policy."

TechnologyOne is continuing to work with a number of customers on additional applications and expects to release more new industry-focused CRM products in the next 12 months.

These include a ‘Funding Acquisition' tool which allows local government, education providers and other organisations to identify sources of funding, apply for them and track their success. Four Australian councils are currently involved in this development, with one expected to commence implementationshortly.

TechnologyOne CRM has also developed a Tender Management application to manage the tendering process in a more efficient and thorough manner, to ensure the procurement vendor assessment, scoring and other selection criteria could stand up to the toughest audit.

Nick Davey, who joined TechnologyOne in November 2010 bringing with him two decades of experience in CRM software and strategy, said the TechnologyOne CRM software was very flexible and could be adapted to meet the different requirements of service and asset intensive industries that needed to engage with a variety of stakeholders.

"We will continue to adapt the software to help us make further headway in TechnologyOne's target markets of government, education, utilities, health and community services, financial and managed services," Mr Davey said.

Nick Davey was previously Lead CRM Strategist and CRM Business Architect for Brisbane City Council's multi-million dollar Customer Experience Transformation (CET) project and head of the Cap Gemini CRM implementation at Ipswich City Council. In his native UK, he ran his own successful CRM consulting business and helped develop the Oracle CRM practice.