Microsoft case study

Camden County simplifies information exchange with Microsoft CRM

System silos made it difficult for a social services agency to manage case work and refer individuals to other agency services. Applicants were frustrated by having to provide the same information to different individuals in different departments.

RSM created new processes that merged the functionality of the old systems and built them into Dynamics Customer Engagement.


The health and human service industry wanted to implement the state’s “No Wrong Door” policy and get a holistic understanding of each client’s needs, so they could apply to multiple programs at once.

CRM has really changed the processes here. Management now really understands what happens in this building on a day-to-day basis, which allows up to be more proactive in what we do.
Christine Hentisz, Camden County Board of Social Services


Applicant information is securely shared across the agency, embracing its “No Wrong Door” policy that looks for better ways to meet community needs. Case workers can streamline cases and be proactive in providing assistance.

I don’t have to hop in and out of different systems to meet client needs. Efficiency is really the key here.
Richard Behm, Camden County Board of Social Services