The Future of Service Management: County and City Collaboration through CRM

 

Objective: To enhance service request management by implementing a comprehensive CRM solution that integrates the County’s 311 Hub with the City of Miami’s customer service system. The goal was to improve workflow efficiency, enable seamless communication between departments, and provide a more dynamic, user-friendly experience for handling service requests (SRs).

Challenges:

• Fragmented Systems: Integrating the County’s 311 Hub and the City of Miami’s customer service systems to enable seamless data exchange.
• Scalability Issues: Managing a high volume of diverse SR configurations across multiple platforms.
• Limited Flexibility: Empowering non-IT staff to make real-time adjustments to SR configurations without technical expertise.
• Complex Workflows: Streamlining workflows and notifications across departments to ensure timely resolution of service requests.
• User Experience: Creating a customizable interface that caters to the specific needs of different users and departments.

Solution:

A modernized CRM solution was proposed and implemented to address the challenges:

1. Seamless Integration:
   • Integrated the County’s 311 Hub with the City of Miami’s system using APIs and middleware to ensure real-time data exchange and synchronized workflows.
2. Enhanced SR Management:
   • Introduced flexible tools for handling duplicate SRs and managing Service Level Agreements (SLAs) with enhanced visibility.
   • Enabled real-time updates and dynamic alerts for staff to address service requests promptly.
3. Customizable Interfaces:
   • Developed user-specific views and configurations, allowing departments to tailor interfaces to their specific operational needs.
4. Non-IT Accessibility:
   • Provided tools for non-technical users to configure workflows, prompts, and notifications, empowering staff to adapt quickly to changing service requirements.
5. Advanced Workflow Management:
   • Streamlined workflows for SRs with automated prompts, routing, and notifications to ensure compliance with departmental targets and deadlines.

Technology Used:

• Salesforce Cloud CRM
• Angular and Ionic frameworks for web and mobile solutions
• Java EE microservices for backend SR management
• IBM Watson for voice and chatbot integrations
• ESRI Map integration with Google StreetView
• Oracle OLTP Database and Oracle Exadata 12c for data management

Conclusion:
The integration and configuration of the CRM solution transformed service request management for the County and the City of Miami. By aligning workflows, automating critical processes, and empowering non-IT users, the solution enhanced operational efficiency and improved citizen engagement. This case study underscores the value of robust CRM solutions in managing complex, multi-departmental service environments.