Customer Relationship Management

The Customer Relationship Management (CRM) Investment will realize cost avoidance and cost savings by reducing the amount of time in delivering benefits and services to Veterans and their families. These savings will be realized through increased efficiency and productivity due to eliminating the potential for redundant and duplicative capabilities under the investment's purview, thus reducing IT development and maintenance costs. The CRM Investment return on investment focuses on improved delivery of services to the Veteran. Currently, the average reduction in call length since implementation of software is 14%. In addition, there has been a reduced variation in call resolution processes, such as the Health Resource Center's (HRC) Help Desk reduced average handle time (AHT) by 5% while increasing first call resolution by 10%. The CRM investment also realizes cost savings by reducing the number of solutions across the Enterprise, for example, by choosing one (1) enterprise solution for the Veteran Oriented Interactive Customer Evaluation (VOICE) application, the VA is saving approximately 90% of the cost by avoiding multiple solutions over a 5-year lifecycle. Continuing the work that began by the Veterans Relationship Management (VRM) Program Management Office, the CRM investment will continue to improve Veteran, beneficiary, and partner access to VA using state of the art CRM and self-service tools enabled by an enterprise platform that provides Veterans their choice of access methods. By investing in CRM, VA will be able provide access to self service capabilities for over 5 million eBenefits registered users, support over 3,500 Veteran Service Organizations (VSO) partners in serving our Veterans, and provide VA frontline call center employees with CRM and knowledge management tools to provide excellent customer service. The preparation and presentation of digital forms has produced more efficient claims processing and automation of VA business processes and reduces costs associated with manual data entry, copying, and imaging of Veteran information and documentation. CRM provides cost savings through common shared services, automation and support of self-service modalities, increasing operational efficiencies, improving security, and reducing Agency risk exposure. Providing a single-sign-on for multiple applications reduces the time required by internal VA personnel to log into the systems facilitating the provision of services to the Veteran.

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