Powered by Pivotal CRM: CRM Solutions for Citizen Requests and Complaints

Gestisoft helps you redefine your overall management strategy to make your operations as effective as possible. The technology-driven solutions Gestisoft delivers make the client the center of the strategic equation. Know your clients, grow your bottom line, and optimize your business results.

Solution: Pivotal CRM Municipal Request and Complaint Management System

Government organizations are under extraordinary pressure to create services that deliver new value in terms of lighter tax loads, less administrative waste, professional accountability, and better community services.

The Pivotal CRM Municipal Request and Complaint Management System provides a rich array of functions that can be customized to optimize your best practices in the area of citizen relations. This allows you to create lasting, beneficial relationships one citizen at a time. It has been designed specifically to manage requests and complaints from citizens and the 311 service.

Give your citizens a one-stop service when they need to check the city library hours of operation, complain about a neighbor's barking dog, report an abandoned car, or send positive feedback to the parks department for a job well done. Using Pivotal CRM, call-center agents can get a better overview on citizens, as well as access knowledge databases, thus enabling them to respond immediately to their requests or create a new request and track it through to its resolution.

Features

  • 360-degree citizen profiler
  • Supports single municipality phone number or 311 service where available
  • One central integrated database
  • Tailored information portal
  • Pre-defined scripts
  • Template manager
  • Work-order management
  • Accessible using a BlackBerry Wireless Handheld device
  • Ability to generate more than 30 different reports
  • ESRI geomatics database integration
  • Ability to locate field agents in real time
  • Intelligent Internet architecture

Reduce 911 Calls by Up to 50%

The Pivotal CRM Municipal Request and Complaint Management System allows citizens to use a single number or the 311 service to contact all municipal departments. You can expect to see a significant reduction in calls to 911.

Obtain a Single View of All Citizens

The solution provides a portal designed specifically for municipal contact centers, giving agents single-click access to all municipal information on a single screen. This helps improve first-response times and also improve productivity by reducing duplicate data entry, duplication of work and information, paperwork and storage requirements, and the resources needed to resolve a request. The portal also allows staff to monitor all logged requests.

Manage Relations with One Central Database

Pivotal CRM offers a single database that connects information about citizens, partners, suppliers, employees, and elected officials. Users can quickly access the history of citizen–department interactions to understand past communications and provide better service.

Ensure Focused and Consistent Request Processing

Improve productivity by using a list of tasks specific to the type of request that is submitted. Templates created using Pivotal CRM allow agents to use pre-defined scripts, so service remains consistent throughout the organization. Pre-defined processes send information to the right department and the right person, which enables agents to track requests more efficiently.

Locate Requestors on a Local Map

Through integration with ESRI geomatics databases, Pivotal CRM Municipal Request and Complaint Management System allows users to locate the citizen submitting a request, as well as relevant field agents, on a map in real time. This helps reduce duplicate tasks and facilitates planning and organizational work.

Manage Work Orders

Pivotal CRM allows you to create, print, monitor, and process work orders. You can also use the system to manage material, labor, and machine costs, as well as to generate reports on work-order costs per request, territory, or other parameters.

Generate Reports to Support Accountability and Service-Level Monitoring

Pivotal CRM can be used to generate more than 30 types of reports to measure departmental efficiency and compliance with quality standards, making departments and individuals justly accountable. This data can be used to allocate the right resources at the right time and measure activities directly.

Partner Solution Provider: Gestisoft Inc.

To learn more about this solution, please contact:

Serge Durocher
Vice President of CRM Solutions
Phone: +1 514-399-9999
E-mail: msdurocher@gestisoft.com

Gestisoft Inc.

425 Place Jacques Cartier
Bureau 300
Montreal, QC
H2Y 3B1
French site: www.gestisoft.com