Workers' Compensation Board NS Customer Relationship Management (CRM) Solution
Over the past several years, the WCB has defined a new Service Delivery Model (SDM)
which supports the achievement of our strategic goals (e.g. reducing claims costs through
lower frequency and duration of workplace injuries). This future state model is based on
having a better understanding of the needs of our customers and the ability to tailor our
product and service offerings to meet their unique needs.
The WCB is currently in the process of implementing this new Service Delivery Model.
On the critical path of the next phase of the Service Delivery Model implementation is the
selection of a Customer Relationship Management (CRM) solution. The information gained
through a comprehensive and integrated CRM tool will enable the WCB to better meet the
needs and expectations of workplaces, as well as facilitate the delivery of highly customized
service.
In keeping with the SDM philosophy, the CRM solution supports the customer-centric focus
and will enable the WCB to get to know our employers better. Executive, relationship
managers, case workers, workplace consultants, phone representatives and other WCB staff
will be able to use the information stored in the CRM to address questions in a more
effective and timely manner.
As such, the CRM solution will play a role in impacting a key SDM objective: increasing
employer satisfaction along with yielding workload savings through Integrated Service Team
efficiencies and improved effectiveness.
