Federal government agency uses adaptive interviews and quick connectors to streamline complex business processes

Business Environment

This federal government department is engaged in issues including policy settings, reform, climate change and social policy.

 

Business Challenge

The department needed to streamline a complex online application process that was expensive to maintain, difficult to edit and required information collected to be manually-actioned by the department employees. In addition, selected legacy systems were out of date and needed to be replaced.

It sought a dynamic smart web form and CRM solution that could automatically capture and record information in its CRM system, Microsoft Dynamics, and scan attachments for viruses.

 

The Infiniti Solution

Intelledox combined the power of Infiniti smart web forms, an end-user portal and Microsoft Dynamics CRM to deliver a world-class, secure solution that replaced legacy systems and simplified the application process.

Using Infiniti Produce, Intelledox created an online portal for applicants to register their details and access forms built on Infiniti smart web form technology. The questions in the smart web form are dynamic and adapt according to user responses, ensuring that users only view information that is relevant to their specific needs.

From the portal, applicants could also reset passwords and update their personal information. Once an application form is completed, attachments are scanned for viruses before the file is pushed to Microsoft Dynamics CRM for approval. No data is stored externally.

The department required a solution that could be developed and delivered fast. Intelledox answered this challenge, building a complete solution in three weeks and within one hour of going live in November 2013, over 50 applications were received.

 

Business Benefits

  • Online user registration and account management
  • Streamlined application process
  • Faster collection of information
  • Integration with legacy systems and CRM
  • Ability to automatically push information from one location to another
  • Balance between security and ease of use through expiring accounts
  • Easy to accommodate policy changes in the future

 

Technical Environment/Integration Points

  • Microsoft Dynamics CRM
  • Virus scanners – Microsoft Forefront and SOPHOS
  • Department websites

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