Your constituents’ expectations have never been higher. Customer service in the private sector, as delivered by the likes of Apple, Lyft, and DoorDash, has mandated a new way to “do government.”
Modern CRM technology enables all your staff to execute their day-to-day work more efficiently. In turn, they can confer higher-quality customer service to constituents and infuse trust into relationships between people and government.
Our hopes for government technology aren’t limited to the innovations championed in the private sector, but they do serve as a launching pad to know what expectations we must meet – and ultimately exceed.
Flipping between multiple platforms to do work is frustrating, not to mention time-consuming. Show staff you respect their time with a modern CRM that brings all activity onto one platform.
And because integrations with other systems are a big part of transforming your organization, a modern CRM will house all data, including data from third-party applications.
The CRM can also centralize all individuals’ interaction with an agency on one record, including:
Build a robust profile of each constituent by capturing all the ways they’ve contacted you.
Developing this all-encompassing view can facilitate conversation between customer service agents and constituents, giving them the power to ask questions like, “Is this concern related to the graffiti removal request you submitted last Monday?” to provide best-in-class service.
They're #AllThere, along with the photos included.
Gauge how frequently your team has interacted with them and reference call notes to see what’s on their mind.
A CRM should champion better customer service, and your data can illuminate what’s going well and where you’re falling short. But working with siloed technology may compromise data quality, while pulling reports from outdated legacy platforms may require advanced skills like SQL knowledge.
From matters of public safety (“Do we need more crews to remove ice after a storm?") to reputability ("Do we need to adjust Service Level Agreements communicated to constituents?"), you’re empowered to make the right decisions as informed by your data.
Reports can also be run and sent via email on a defined schedule so the most up-to-date, actionable data can be brought into the hands of public sector leadership with ease.
For example, historical patterns can tell us when a community may be subject to heavy snow. You can be prepared by scheduling snow removal crews before the first flake even hits the ground.
Operating in older systems can create needless manual work. Tap into the power of digitized, automated workflows with a modern CRM.
Moving into the cloud with a modern CRM helps you:
This is especially useful in assigning and dispatching work for field crews. Go green!
Commonly-referenced answers to FAQs can be digitized, uploaded, and made searchable in a “Knowledge Base” on the CRM’s backend. When responding to constituents’ questions, there’s no need to flip through binders or stacks of paper anymore. Rather, this time saved can be funneled into offering higher quality customer service.
That Knowledge Base we just mentioned? It can be made public for constituent self-resolution.
Duplicate check mechanisms will pinpoint and merge duplicative contacts and service requests to maintain your data quality.
A modern, cloud-based CRM can be safely accessed anywhere, anytime, and makes getting to work a breeze.
New hires just need to learn just one platform when being on-boarded.
Team members simply need their computer with Internet connectivity to get to work. That’s a major plus during a global pandemic, FYI…
New team members are simply assigned a license and log-in credentials, and they’re on their way!
It should be hassle-free for constituents to contact local government, especially because this initial touchpoint sets the tone for the relationship downstream. Yet it can discourage civic participation when there are limited channels through which folks can reach out.
With a modern CRM, there’s a way for constituents of all backgrounds to get in touch with you.
Constituents can submit requests through a phone call, web form, live agent chat, AI chatbot, email, social media, and a web-based portal.
A 311 mobile app can appeal to younger constituents who are accustomed to requesting services on a smartphone. It instills a sense of civic responsibility in youth when you make government services accessible this way.
The on-the-go convenience of a mobile app or mobile-responsive portal can have a ripple effect. Reporting a street light outage is as simple as opening an app or tab, which can prevent an accident at that intersection in the near future.
Constituents want to feel heard by their government. But they can feel left in the dark when information about their community is not publicized, not personalized to their interests, or hard to understand.
With a modern CRM, you’re equipped to build a 360-degree view of constituents to keep them in the loop on what matters most.
Share status updates in real-time regarding service requests through email, SMS, and push notification.
A digital, public-facing Knowledge Base enables constituent self-service. An easy-to-understand and accessible library of information allows everyone to know how their community operates and find answers to FAQs fast.
Insights about constituents from your CRM can funnel into marketing automation tools to direct targeted email blasts and advertisements their way.
Contact us today to request a demo and see our modern CRM in action.Contact Us
After bringing all processes into one CRM for the Port of Seattle, we observed a 16% decrease in case resolution time for inquiries and complaints submitted to customer service at Seattle-Tacoma Airport.
The City of Chicago saw a 35% increase in constituent outreach to its CRM, all related to Coronavirus inquiries, in March 2020, which spurred Catalyst to develop a fully realized pandemic response plan leveraging the City’s CRM.
“The Catalyst team was able streamline several work processes through the new CRM system, so fewer hands are involved, decreasing the chance of error and time spent on tasks.”Fabricio GonzalezState of Iowa Department of Inspections and Appeals
In 3 months, the number of end users increased by 56% in the CRM we implemented for the State of South Carolina to support their COVID-19 response. We’re proud to help South Carolinians get back to work amid the pandemic!
In the City of Chicago, we’ve observed a 42% decrease in the total phone calls to 311 thanks to new web and mobile-based service request intake channels that route submissions to the CRM backend.
“No more long wait times on a phone line. No more being clueless into the status of your request. No more unresolved issues. With CHI311, every Chicago resident has an equal ability to submit requests to the improvement of their neighborhood.”Tamara RosinWalkMe