City’s RFP Evaluation Results in Comcate Selection to Improve Customer Service and Efficiency
Jul 27,2010
The City of Fort Collins values customer service and efficiency and managed a thorough RFP evaluation process to select the software vendor who would best meet their needs. City Management wanted to a tool that would help staff respond to and resolve constituent requests quickly and eliminate redundancy while providing summary data for decision making. They sought a vendor who had a proven track record of assisting local governments with implementing successful CRM systems. They also needed this robust and easy to use software to integrate easily with the City’s existing technology to achieve fully centralized case management. Comcate eFeedback Manager will provide Fort Collins’ 137,000 citizens with an accessible and intuitive entry point for local government. Citizens will be able to visit the City website to answer their questions and submit requests that will automatically be forwarded to the appropriate staff member for resolution. The constituent will receive automated emails on and can check on case status, and the staff case owner will receive automated case assignment and escalation emails. Management will receive comprehensive reports on case status, time to closure, frequently asked questions and be able to identify resource issues and communicate with groups of constituents on topics on which they’ve submitted requests. For more information on Comcate software, please email info@comcate.com.
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