Citizen Portal and 311
A municipal CRM, 311 and citizen portal centralized customer interactions, automated service-request processing and introduced online self-service.
Centralized resident interactions and service-request information
A municipal CRM, 311 and citizen portal centralized customer interactions, automated service-request processing and introduced online self-service.
Centralized resident interactions and service-request information
A municipal customer-service environment was implemented to manage 50 service types across telephone, counter, email and public online channels.
Standardized intake across four customer-service channels
A citizen relationship-management solution connected ten municipal services with portal access, payments, identity, GIS and enterprise systems.
Established consistent handling for ten municipal service types
A municipal CRM and resident portal connected customer, location, asset, case and work-order information across up to 70 service-request types.
Created a scalable platform for up to 70 service-request types
A centralized 311 CRM captured, routed and tracked resident enquiries across departments using agent intake, Email-to-Case, knowledge and GIS.
Centralized county-wide enquiry and request handling
A Service Cloud contact-centre solution connected case management, intelligent routing, knowledge, customer self-service and enterprise APIs.
Created a connected agent and supervisory environment
A customer-service solution managed enquiries, complaints, information requests and service requests across online, phone, in-person and email channels.
Created a common environment for multiple resident-interaction types
A legacy Oracle webstore was migrated to Salesforce B2B Commerce with enterprise, identity and loyalty integrations.
Successful platform migration
A collaborative project-management application enabled project managers to coordinate delivery activity within Salesforce.
Collaborative project visibility within Salesforce
A unified municipal platform was planned to connect citizen relationship management, work orders, permitting, inspections, planning and land-development processes within a coordinated service environment.
Established a unified architecture for connected municipal operations
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