Whether you work for a federal or local government, engaging with citizens and managing constituent data is your main priority. You need something that helps with automation, pipelines, reports, contracts and case management. Looking for solutions with such tools to better understand your electorate? We’ve compiled a detailed list of top government CRM software in the market so you can make an informed choice.

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In this article, we’ll take a look at:

• Best Government CRMs
  • Salesforce Sales Cloud
  • HubSpot Sales
  • Dynamics 365 for Sales
  • SAP Sales Cloud
  • Pipeliner
• Benefits
• Next Steps

Best Government CRM Software

When it comes to government CRMs, there’s no one-size-fits-all that works perfectly for every agency. However, here’s a list of highly-rated solutions curated by our analysts that can be valuable additions to your organization.

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Salesforce Sales Cloud: Best Overall

Suitable for various agency types and sizes, Salesforce Sales Cloud helps manage and maintain constituent relationships. It offers mobile apps for iOS and Android devices, allowing staff members to work anywhere, anytime. Key features include contact and lead management, reports, dashboards, integrations and tracking capabilities.

Salesforce Sales Cloud’s Activity Management Dashboard. Source

Highest Rated Modules According to Our Data

• Workflows and Process Automation — 100
• Dashboards and Reports — 97
• Quotes, Orders and Contracts Management — 96
• Products Management — 96
• Team Collaboration — 92

Top Benefits

• Improve Processes With AI: You can use AI assistant Einstein to analyze historical data and make informed decisions. AI chatbots help respond to citizen queries, saving staff members’ time and resources.
• Boost Team Collaboration: Your staff can create groups, share attachments, mention team members and receive real-time notifications. The platform provides private chat functionality, allowing teams to securely share sensitive information.
• Integrate With Multiple Apps: This government CRM software unifies with multiple platforms and ensures a seamless information flow. It integrates with ERP systems, CMS, eCommerce platforms, accounting tools, ITSM products and social media channels.
• Enhance Communication With Stakeholders: Schedule video and audio appointments with constituents on a specified time and date. You can track emails and use templates to simplify communication processes. These tools allow staff members to keep up with interactions and quickly resolve concerns.
• Easily Create Workflow Rules: The solution lets you set up custom workflows for automating processes and optimizing time and resources. You can design workflows that follow up on interactions and contracts before they expire.

Primary Features

• Customizable Dashboards and Reports: Use various charts like bar, column, heatmap and pie to identify trends and measure the impact of activities. You can build custom reports from scratch, add filters, and share and export them in different file formats.
• Opportunity Management: Track leads and deal stages and easily create new opportunities. You can sort and manage opportunities across various stages and get regular updates.
• Email Management: Salesforce offers popular email integrations, allowing you to schedule email times and dates. Personalize communication using templates, send bulk emails and track when stakeholders open their emails.
• Case Management: You can create cases and assign staff members to them. Track requests, issues, customer feedback, questions, vendors and partners.
• Contract Management: Document contracts and monitor them through the approval process. The solution provides workflow alerts about contract renewals and lets you upload contract photocopies.

Limitations

• The system can be slow to load and tough to navigate without adequate training.
• It doesn’t provide native integration with email clients like Gmail or Outlook and requires another Salesforce product to gain this capability.
• The platform doesn’t offer native prebuilt email templates. Templates require adding the Salesforce Productivity product.

Features Not Fully Supported According to Our Data

• Group Appointment Scheduling — Not Supported
• Contacts Map — Supported With Integrations
• Email Verification and Suggestion — Supported With Integrations
• Call Recording — Supported With Integrations
• GeoTagging — Supported With Integrations

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HubSpot Sales: Best for Lead Management

HubSpot Sales is a customizable, cloud-based system that can help you manage pipelines efficiently. With its unified platform, smooth integrations and remote accessibility, it’s a great addition to all government teams. Capabilities include sales automation, email tracking, templates, meeting scheduling and chatbots.

Contacts tab on HubSpot Sales. Source

Highest Rated Modules According to Our Data

• Documents Management — 100
• Leads Management — 98
• Opportunities/Deals Management — 98
• Customer Communication Management — 91
• Dashboards and Reports — 89

Top Benefits

• Easily Schedule Appointments: You can create and share meeting links with constituents and get email alerts about booking times. The system lets you send group meeting details, helping teams stay on top of stakeholder interactions.
• Improve Call Management: HubSpot Sales provides built-in caller and automatic voicemail capabilities, allowing you to quickly follow up on interactions without switching between platforms. Call logs and recordings make communication easier and serve as a guide for future conversations.
• Manage Emails With Ease: You can use templates and mass email capabilities to personalize citizen engagement. Track and analyze click, open and bounce rates. Staff members can schedule emails in advance and avoid last-minute mistakes.
• Enhance Data Visualization: The platform offers a wide range of charts like pie, bar, column, area, donut and summary to visualize large quantities of data and share insights with team members.
• Use Multiple Pipelines: Create, edit and manage multiple pipeline stages. A centralized platform enables you to import pipelines from other CRM systems, providing a consolidated view of all stakeholder details.

Primary Features

• Email Management: HubSpot Sales allows you to directly send and receive emails from the platform. Integrate with popular email providers such as Gmail, Outlook and IMAP and track when citizens open emails. You can also use mass emails, templates and scheduling capabilities.
• Pre-Built Dashboards and Reports: Get quick insights into team performance, track milestones and use filters to sort information. You can customize reports and dashboards and export them in PDF or other formats.
• Contact Management: The solution automatically creates a contact record for anyone interacting with your platform and saves stakeholders’ email addresses. You can also manually create contact records and store and retrieve information as needed.
• Workflow Rules: Automate various internal processes and email campaigns. Design workflows where the system triggers actions upon meeting specific, predefined conditions.
• Pipeline Management: Create and edit multiple pipelines according to your team’s needs. Customize settings and import pipelines from other CRM systems.

Limitations

• Managing data and notes can be challenging due to duplicate copies, and merging is time-consuming.
• Gmail plugin features break quite often and require reinstallation.
• Adjusting an email’s scheduled send time on the dashboard removes the email from the queue.

Features Not Fully Supported According to Our Data

• Contacts Map — Supported With Integrations
• Organization Charts — Supported With Integrations
• Feeds — Not Supported
• Contract Creation — Supported With Integrations
• Validation Rules — Supported With Custom Development

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Dynamics 365 for Sales: Best for Dashboards and Reports

One of the top government CRM solutions in the market, Dynamics 365 for Sales helps track leads and improve operations. It provides AI-driven insights and analytics that optimize constituent relationships. Notable features include lead management, dashboards, collaboration tools and sales playbooks.

Performance analysis in Microsoft Dynamics 365 for Sales. Source

Highest Rated Modules According to Our Data

• Workflows and Process Automation — 100
• Dashboards and Reports — 98
• Opportunities/Deals Management — 95
• Documents Management — 91
• Products Management — 90

Top Benefits

• Improve Team Collaboration: With Yammer integration, you can make posts, share attachments, create team groups and engage in contact-related conversations. This helps you collaborate with team members on a central platform or chat privately to share critical information.
• Keep Up With Communication: Dynamics 365 for Sales provides call reminders that help staff members follow up even during busy schedules. It also sends alerts for missed calls so they can prioritize activities accordingly.
• Customize Dashboards: Use charts, reports, analytics and visual filters to customize dashboards per your team’s unique needs. Staff members can access constituent details and tailor views and settings in a centralized platform.
• Encourage Healthy Competition: The solution allows you to create team and individual-level contests where winners get rewards for hitting certain targets. This motivates employees to compete and perform better, improving overall efficiency.
• Work Anywhere: Team members can access and update data on the go or while working remotely. You can use mobile and tablet apps for iOS and Android devices and sync data even when offline.

Primary Features

• Accounts and Contacts Management: Create, edit and get a unified view of contacts along with opportunities, deals and history. Manually add contacts or import them from other systems. You can also associate multiple contacts with one account.
• Email Reports: Access and analyze details about click rates, bounce rates, email opens, attachment opens and reply rates. You can customize reports using tables, charts and filters.
• Document Management: Manage various document types such as Word, Excel and PowerPoint and store them on Microsoft SharePoint. Directly share files or set permissions allowing certain people to access documents.
• Activity Management: Plan, monitor and organize activities related to citizens, staff and stakeholders. You can gain a quick overview of all activities and see activity history details, like who created what activity.
• Predefined Workflow Templates: The system enables you to create workflow templates and reuse them without having to design them each time. Predefined templates help staff schedule actions at a later date.

Limitations

• Current connector apps such as Mailchimp and DocuSign don’t work as expected.
• Multiple windows and tabs may confuse new users.
• Too many session breaks may disturb workflow.

Features Not Fully Supported According to Our Data

• Email Verification and Suggestion — Supported With Integrations
• Built-in Caller — Not Supported
• Call Recording — Supported With Integrations
• Document Conversion — Supported With Integrations
• Contract Management — Supported With Integrations

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SAP Sales Cloud: Best for Team Collaboration

SAP Sales Cloud helps streamline different processes, including contracts, billing, lead management, invoicing and forecasting. The platform offers support through live chat, documentation, phone, video tutorials, forums and other modes. Capabilities include account management, contract management, dashboards and lead routing.

Team forecast tab on SAP Sales Cloud.

Highest Rated Modules According to Our Data

• Team Collaboration — 100
• Opportunities/Deals Management — 98
• Quotes, Orders and Contracts Management — 89
• Dashboards and Reports — 87
• Leads Management — 86

Top Benefits

• Generate Custom Reports: Create tailored reports and provide or restrict access to various team members as needed. You can also create question-and-answer survey reports to gain valuable insights from your target audience.
• Schedule Calls and Appointments: View the constituent’s schedule, including any appointments your colleagues made, and decide a time that works best for all parties. The system provides call-scheduling tools and enables you to set up calls for later dates.
• Improve Email Communication: Integrate with popular email providers and directly send emails from the system. Mass email capabilities save time and allow staff to track constituent interactions.
• Save Time: SAP Sales Cloud automates internal processes that send notifications and trigger automatic emails. You can set up certain conditions that automatically manage workflows, improving overall organizational efficiency.

Primary Features

• Charts and Visualizations: Use interactive charts and dashboards to visualize large quantities of data. The system offers multiple options like bar graphs, tables, columns, pie charts and heat maps.
• Contract Management: The platform provides templates or lets you manually create contracts and add details. Integrate with DocuSign or AdobeSign for e-signatures and use automated alerts to keep track of critical contract milestones.
• Social Interaction and Tracking: SAP Sales Cloud integrates with various social media platforms and creates and maintains constituent profiles. Track all interactions with the Social Media Message tab.
• Contact Management: Gain a 360-degree contact view and assess your organization’s relationship with citizens and stakeholders. Google Maps or Autonavi Maps help track the contact’s location.
• Collaboration Tools: Mention staff members in posts and receive updates on feeds. The solution provides private chat functionality and user groups, enabling you to share information on a group and individual level.

Limitations

• It lacks basic integrations such as campaign tools, LinkedIn and Outlook.
• The support team isn’t very responsive.
• The mobile app doesn’t have a user-friendly interface.

Features Not Fully Supported According to Our Data

• Contacts Recommendation — Not Supported
• Group Appointment Scheduling — Not Supported
• AI in Email Management — Not Supported
• Built-in Caller — Supported With Integrations
• Predefined Workflow Templates — Not Supported

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Pipeliner: Best for Accounts and Contacts Management

Pipeliner is a cloud-based solution that provides a thorough overview of all pipeline stages, enabling staff members to track key activities and tasks. It can help improve collaboration, save time and find information quickly. The system offers tools for mobility, charts, workflows, pipelines and data views.

Targets dashboard on Pipeliner.

Highest Rated Modules According to Our Data

• Workflows and Process Automation — 100
• Accounts and Contacts Management — 92
• Opportunities/Deals Management — 88
• Quotes, Orders and Contracts Management — 88
• Dashboards and Reports — 87

Top Benefits

• Work Remotely: You can access the solution anywhere, anytime, on any device. Staff members can update data on the go, access accurate and relevant information, and quickly respond to stakeholders.
• Manage Contacts With Ease: Pipeliner CRM offers a centralized platform and lets you view contact profiles with associated activities, notes and tasks. The geolocation feature helps filter and locate contacts for better targeting.
• Enhance Data Visualization: The system provides pie, bar, column, area, summary and many more charts. These tools visualize data in a way that makes sense and help team members act on it.
• Boost Team Collaboration: Mention team members in posts, comments and shared attachments, enabling everyone to be in the loop. Create user groups or interact in private chats to collaborate internally or on a team level.

Primary Features

• Call and Email Management: A built-in caller lets you call directly from the platform, and reminders send alerts so you don’t miss important calls. Email integrations, scheduling, templates and mass emails allow staff members to manage emails and analyze click and open rates.
• Activity Reports: Create custom activity reports and group them using criteria like teams, dates and activity types. Pipeliner CRM lets you view and assess activities like calls, emails, tasks and appointments.
• Document Repository: You can upload offline documents and preview them online. The solution lets you store documents, attachments and files in a centralized repository for easy access.
• Predefined Workflows: The Automatizer tool provides templates that help create workflows instantly. Schedule actions at a later date and time or create predefined conditions that automatically trigger workflows.
• Dashboards: You can use pre-built dashboards with views or customize them to your staff’s needs. Schedule dashboards and regularly send them in PDF formats to selected email addresses.

Limitations

• It doesn’t support partner and vendor management.
• Lack of social engagement features.
• The platform has a non-alphabetical search filter.

Features Not Fully Supported According to Our Data

• Email Verification and Suggestion — Supported With Integrations
• AI in Email Management — Not Supported
• Call Recording — Not Supported
• Case Management — Supported With Integrations
• Social Interaction and Tracking —Supported With Integrations

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Primary Benefits

Government CRMs offer a ton of benefits that can take your organization’s efficiency to the next level. With public sector CRMs, you can:

Understand Your Electorate

Government CRMs capture citizen information from various channels and store it in a centralized platform. They provide a 360-degree view of all the necessary stakeholder details at a glance. With this information, you can make custom reports and dashboards and visualize data to gain insights.

Public sector CRMs help predict constituent behaviors and trends, allowing you to understand them and, ultimately, serve them better. The platforms also have dynamic data organization tools that reduce errors and duplication.

Engage With Citizens

Connect with citizens and effectively respond to their questions and concerns. Many constituents look for self-service portals that help them reach out to local and state governments. Government CRMs enable organizations to create, customize and personalize citizen portals. And tailored portals make citizens feel heard and catered to.

These systems offer case management tools that categorize cases, enabling staff members to resolve them quickly and efficiently. You can use other robust communication functions like the built-in caller, email campaigns and interaction tracking to stay on top of communication.

Save Time and Money

Workflow automation processes offer government agencies a myriad of benefits that help them thrive. By automating routine and manual tasks, your staff members can devote time to more important activities to better assist the public.

Government CRMs maintain contracts, pipelines, workflows and cases in a single location, reducing the time spent switching between platforms. They also offer remote accessibility, allowing you to work anywhere on your preferred device.

Ensure Data Security

As a government organization that works with citizens, stakeholders and staff, you’ll have a lot of sensitive data to manage. Government CRM vendors realize how important data security is and go the extra mile to ensure your data is protected.

Public sector CRMs can recognize suspicious device logins and send alerts to confirm whether it’s from your agency. They conduct regular data backups, providing peace of mind.

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Next Steps

Just like the government has many branches that help it function as a unit, government CRM software offers features like case management, interaction tracking, automation, pipelines, reports and contracts that work together to ensure your agency thrives. They help you save time, improve stakeholder engagement and identify trends based on data.

Looking for more? Our free comparison report makes it easy to see how leading systems stack up side by side.

Which government CRM would be the best for your organization? Which features are your must-haves? Let us know in the comments.