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311~Call Center Customer Relationship Management

311~Call Center Customer Relationship Management. Integrated workflow management Higher level of service with existing resources Standardized knowledgebase Integrated collaborative tools Distributed enterprise ownership Reduction in non-emergency calls to 911.

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311~Call Center Customer Relationship Management

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  1. 311~Call CenterCustomer Relationship Management

  2. Integrated workflow management Higher level of service with existing resources Standardized knowledgebase Integrated collaborative tools Distributed enterprise ownership Reduction in non-emergency calls to 911 Information, service, status update Goal …

  3. Citizen, Business, Tourist • County Directory • Knowledge Base • Service Request Workflow Library Public Safety Public Works Health & Human Services Parks & Recreation Finance, Tax, & Revenue EDA Housing Information Delivery Service Requests/ Incidents Service Requests/ Incidents Case Management Information Delivery/ Registration Information Delivery/ Customer Service Information Delivery Service Request/ Customer Service • Applications • FIDO • IQ • Databases • Documentum • GIS • Infrastructure • Telephony Platform • Microsoft Application • Performance Mgmt • Enterprise Reporting • Workforce Mgmt. Future … Customer Relationship Mgmt.

  4. Timeline … • June, 2005 –104 Project Human Services Call Center • September, 2005 – CRM RFP development • December, 2005 – 311 Telco carrier meeting • January, 2006 – Release CRM RFP • July, 2006 – Begin enterprise CRM pilot

  5. Calgary Indianapolis 311~Call Centers … Baltimore San Jose Dallas Chicago Houston New York City Birmingham Chattanooga Winston-Salem Akron Miami-Dade County Detroit Rochester Minneapolis Louisville City of Miami

  6. 311~Customer Contact Center

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