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Impetus for CRM

  • OAG interacts with many internal and external parties.

  • Interaction occurs through multiple touch points.

  • Expectation for timely acknowledgement and follow-up.

  • Need to ensure issues are:

    • o

      Logged and tracked

      • o

        Routed to the correct area for attention

      • o

        Completed

  • Solution: Implementation of OAG 311 System

      • o

        A single point of reference for managing all OAG interactions

      • o

        Create a registry that contains all players the OAG deals with

      • o

        Integrate with other line of business applications

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