Digital Workflow Solutions
The Digital Workflow Solutions team creates and supports custom business solutions that enable HSE functions to streamline processes, automate workflows and increase operational efficiency.
Using Microsoft Power Platform and Microsoft Dynamics 365 low code development platforms, the team can deliver solutions featuring digitised forms, online portals, case management, contact management, chatbot technology and workflow automation.
Customer Relationship Management (CRM)
CRM technology supports the management of customer relationships and provides insights from customer interactions to highlight improvement opportunities in business processes.
The Digital Workflow Solutions team has developed a central CRM platform on Microsoft Dynamics 365, which enables individual CRM solutions to be customised for HSE business functions to record and manage their respective customer interactions such as support requests or queries.
The Business Services CRM Team can configure individualised feature-rich CRM solutions which align to the specific support processes and workflows in the relevant HSE business function. The team also provides follow-up services such as application support, access management and change management as solutions evolve/expand.
Customer centric by design, the platform contains a common dataset which can be shared by all solutions. It also includes a self-service B2B portal which contains an expanding knowledge base and enables support requests to be raised and tracked by customers (HSE employees) across a range of HSE services from within a single technology location.
To date, the team has delivered CRM solutions for the following HSE business areas: -
- National HR
- National Estates
- Finance Shared Services
- HR Shared Services
- HSE Procurement
- SAP Centre of Excellence
- RPA Centre of Excellence
- Health Identifiers (IHI)
- NiSRP Programme
- IFMS Programme
All CRM enquiries to D365.support@hse.ie
Page updated 18/09/2023