Case Management Software Results in Fewer Lost Citizen Requests
Mar 3,2009
Summary: One mid-sized, Northern California city recently conducted an internal survey to benchmark customer service. Specifically, this study focused on the impact that Comcate eFeedback Manager customer relationship management software and a new city website giving citizens the ability to submit request online have had on customer satisfaction. Results: This survey by the city using Comcate eFeedback Manager found that: - The number of abandoned inquiries were reduced from 18% to 7% in one year
- 95% of respondents indicated that city’s new access website was easy to use and liked the ability to submit inquiries online
- 78% of inquiries submitted via city website were resolved, vs. 42% of inquiries submitted via phone
The findings of the study, although not statistically valid due to sample size, nonetheless show that significant positive impact can be achieved by implementing customer relationship software by cities and integrating this software with the city’s citizen access website.Benefits also were apparent in cases submitted via phone and in-person, in addition to cases submitted on-line by citizen requestors, due to city staff entering the phone and in-person requests into the software system for automatic ownership assignment, reporting and closure measurement. Implication: It may be inferred that the CRM software improved not only the citizens’ impression of city management as more accessible and responsive, but also that city staff may be more motivated to achieve satisfactory case closure results when these results may be reported on and measured.For more information on Comcate eFeedback Manager customer relationship management software for public agencies, please email info@comcate.com or call 415-249-4904.
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