City in Center of Silicon Valley Stays Ahead of Citizen Needs
May 15,2007
The Challenge: In the center of Silicon Valley, the city of Cupertino is home to many well known high tech businesses including Apple Computer. Cupertino’s citizens are understandably more demanding than most in their expectations for excellence in software-enabled customer service. The city management of Cupertino takes this challenge seriously and stays abreast of cutting edge technology in city government. The Solution: Cupertino city management decided to improve citizen request management by integrating CRM software into the city website. They found Comcate eFeedback Manager web-based software to be an inexpensive and feature-rich solution designed specifically for the needs of cities. Comcate’s commitment to meeting client needs in aggressive software release schedules impressed Cupertino managers, as did Comcate’s commitment to excellence in support for its growing base of clients. Summary: Now Cupertino receives a significant cost savings from the growth in percentage of requests managed less expensively through software. The automatic task assignment, staff reminders and reporting features help staff track and close requests systematically and citizens have virtual 24-hour access to city hall. Cupertino has been able to reduce costs and improve customer service by implementing an affordable and very easily managed solution. For more information on Comcate eFM, please visit http://www.comcate.com .
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