PUBLIC SECTOR | RESIDENT PORTAL AND CRM

Municipal CRM and Resident Self-Service Portal

A Canadian city introduced a scalable resident-service platform connecting digital access, contact-centre activity and operational work.

Engagement at a Glance

Organization

Canadian city government

Industry

Public Sector

Solution

CRM Modernization, Resident Portal, Work Management

Platforms

ArcGIS, Cartegraph, Open CTI, Salesforce, Salesforce Knowledge

OUTCOMES AT A GLANCE

A connected experience designed around the business need

Created a scalable platform for up to 70 service-request types

Connected customers, locations, assets, cases and work orders

Added portal, knowledge, GIS, telephony and operational reporting

ENGAGEMENT OVERVIEW

Understanding the organization and the scope

Organization Profile

The city manages a broad municipal service catalogue involving residents, locations, assets, cases and operational work orders.

Engagement Scope

Implementation management for a Salesforce municipal CRM and portal supporting up to 70 service types, multi-channel intake, Knowledge, ArcGIS, Cartegraph, Open CTI, migration and reporting.

THE CHALLENGE

What needed to change

A large service catalogue required one model connecting resident interactions with locations, assets, telephony and operational fulfilment.

Business Challenge

The city needed to support up to 70 service-request types without creating separate processes for every channel or department. Customer, location, asset, case and work-order information needed to remain connected. The solution also required portal access, knowledge, GIS, telephony, migration and management reporting.

Operational Impact

A fragmented approach would limit visibility from initial resident contact through operational completion and make a large service catalogue difficult to govern and expand.

Key Requirements

Up to 70 service types; multi-channel intake; resident portal; customer, location, asset, case and work-order data; Knowledge; ArcGIS; Cartegraph; Open CTI; migration; reports and dashboards.

THE SOLUTION

How the challenge was resolved

A Salesforce CRM and portal established a connected service model across customer, asset and work-order processes.

Solution Overview

The municipal CRM and resident portal were implemented as a shared service environment. The data and process model connected customers, locations, assets, cases and work orders. Knowledge supported consistent service information, ArcGIS supplied mapping, Cartegraph connected operational work and Open CTI addressed telephony use cases. Historical information was migrated and reporting provided service visibility.

DELIVERY APPROACH

From requirements to a coordinated release

Delivery Management

Planned the scalable service model; coordinated portal and CRM implementation; managed GIS, work-management and CTI dependencies; oversaw migration; and coordinated testing, dashboards and deployment.

Process Improvements

Connected resident intake to customer and location context, asset records, case ownership, operational work orders and service reporting.

Platform Integration

ArcGIS mapping, Cartegraph work management and Open CTI telephony.

TECHNOLOGY AND ARCHITECTURE

Connected platforms supporting the solution

Salesforce CRM, resident portal, Knowledge, ArcGIS, Cartegraph, Open CTI, data migration, reports and dashboards.

ArcGIS, Cartegraph, Open CTI, Salesforce, Salesforce Knowledge

Resident-service model connecting customer context with assets, cases and operational work.

BUSINESS OUTCOMES

What the engagement enabled

The city established a scalable platform supporting up to 70 service types, connected digital and assisted channels, and improved alignment between customer service and operational work.

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