City Staff Use CRM Software to Query Multiple Databases For Insight Into Citizen Interests
Mar 18,2008
Better Communication: Cities increasingly use customer relationship software to turn their city websites into communication portals and communicate directly with targeted groups of citizens. The City of Ventura uses data gathered with CRM software to communicate with citizens that have subscribed to interest groups, submitted requests, attended meetings on particular topics, or have known affiliations or demographics. City staff members are able to query the city’s multiple broad databases that contain a total of over fifty-thousand names to derive comprehensive lists of citizens that are likely to be interested in various subjects. Satisfaction is increased with targeted communications to a wide reach of citizens, ensuring citizen participation and involvement in meetings. Comcate eFeedback Manager Software: The city of Ventura chose Comcate eFeedback Manager CRM software for its ability to track all requests and communications and generate customized reports showing trends by topic or neighborhood. Management is able to develop customer profiles so they are better able to address citizens’ needs and interests. Comcate, with over 150 agreements signed, has implemented more of this type of software for public agencies than anyone else. Rick Cole, Ventura's City Manager, says, “We consider Comcate eFM to be crucial to achieving a 360 degree view of our citizens, allowing us to better serve their needs. Comcate eFM has made us more efficient and improved our customer service and is an important element in our civic engagement website.” Summary: Comcate eFM provides a 360 degree view of citizens so communications can be managed strategically based on citizen needs and interests. The City of Ventura considers Comcate eFM to be the cornerstone of their new citizen access website, My Ventura Access, an important tool in providing streamlined and improved 24-hour customer service and civic engagement. For more information on Comcate eFM, please visit http://www.comcate.com or email info@comcate.com.
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