Product/Service

Government Customer Relationship Management, or g-CRM, is a technology-enabled form of customer service that has been fine-tuned to meet the unique needs of government agencies and their customers. At its core, g-CRM, is about making interactions with the government more customer-friendly.
g-CRM is the total customer service solution; it is a seamless integration of people, processes and technology. Datatrac Information Services, Inc., in the role of prime contractor, has merged its CRM expertise with that of other leading product and service providers to meet the individual requirements of our customers and offer the highest quality, most efficient solutions.

Our holistic approach to g-CRM offers government agencies a wide spectrum of options, while ensuring consistency and quality. For example, an agency might choose to outsource handling of some or all of its telephone, email or web transactions. Conversely, the agency might choose to keep all of those activities in-house and build its own contact center, or it might decide to have the supporting technologies hosted by a CRM Applications Service Provider (ASP).

One large government agency decided to outsource its first level customer support operation to Datatrac and its g-CRM partner, TeleSpectrum Worldwide, inc., and retained its in-house call center staff to handle the difficult, second level calls. The agency was able to comply with the FAIR Act by outsourcing, while restructuring its approach to customer service and saving its valuable, highly trained internal resources for the more complex tasks.

Datatrac Information Services, Inc., 9400 N. Central Expressway, Suite 416, Dallas, TX 75231. Tel: 703-817-9700; Fax: 703-817-9791.

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