Justifying the Investment of CRM Software for Local Government
Local government agencies are tasked with delivering a myriad of services to citizens – yet with limited budget, time and resources, providing best-in-class customer service can be a struggle.
No longer exclusive to the private sector, citizen relationship management (CRM) software has become a crucial tool for local government agencies to navigate the complexities of citizen interactions and administrative tasks.
But with so many projects competing for priority, it can feel difficult for local government leaders to justify the investment in new software. “Can we really afford to spend money on this when we could just manage it ourselves for free?”
What many leaders don’t realize is that they are already losing time – and therefore money – by continuing to use inefficient processes. In this post we explore a few ways that CRM / 311 software can help agencies increase efficiency, accomplish more in the same amount of time, and even set the stage for future initiatives.
Eliminate unnecessary manual work – and reduce costly errors.
The process of taking citizen requests, assigning them to the correct department, and following up to ensure the work is getting done can be incredibly time-consuming when it’s handled manually. As with any manual task, it’s also prone to error and oversight – which can end up costing your agency more in the long run.
CRM software like Comcate utilizes a series of automations, rules and other features to create a streamlined workflow that reduces agency-wide errors from start to finish. For example, Comcate’s CRM software utilizes a Natural Language Processing algorithm to auto-suggest citizen submission categories as they type in a description for their request. This helps citizens more accurately categorize their submissions, ensuring their requests land with the right department from the get-go. Our 311 / CRM software can also automatically assign a due date based on work order type, and send notifications when a request is past due, helping to reduce oversights that result in costly (and stressful) escalations.
Improve customer service for citizens.
Public trust in government begins with open, consistent communication – no easy task when you’re relying on manual methods.
Sending out updates to citizens on the status of their request can be very time consuming – if your agency has the capacity to do it at all. With automations, CRM software will send out updates to your citizens using their preferred method of communication (email or text) anytime you internally update the status of their request. Better communication makes your citizens feel like their feedback is valued, and can go a long way toward nurturing positive public opinion of your agency.
But information is a two-way street. When contacting their local government, it’s more common for citizens to be looking for information rather than sharing it. Having dedicated staff that are properly educated to field all pertinent questions from citizens can be a major investment of time and resources. With a CRM solution, agencies can utilize cost-effective self-service options for citizens, such as a Knowledge Base. This feature is embeddable within your agency’s current website and might look like an interactive Help Center or pop-out FAQ section. It allows citizens to browse through popular topics or search for topics using relevant keywords in order to find common information like how to pay a parking ticket, submit an issue, or learn about common services.
Improve internal collaboration and communication.
Often, the work involved in completing citizen requests requires input from various departments, all of which might have different methods of communication, styles of work and databases for managing data, making it difficult to collaborate. CRM software gets everyone on the same page by getting them all in the same system.
As part of our CRM implementation process, Comcate sits down with every department that will utilize the CRM to walk through a process review. This helps us to not only understand each department’s procedures, but helps your agency to eliminate unnecessary steps, find efficiencies, and establish consistent standards of operations. By streamlining internal processes – and utilizing built-in communication tools that even allow staff to set their own communication preferences – CRM software can help agencies break down information silos for improved communication and more efficient operations.
Complete work orders faster.
It’s plain and simple. By streamlining internal communication and eliminating manual work, CRM software enables agencies to complete work orders faster, improving efficiency and helping to get more work done in the same amount of time.
Pro Tip: Pairing a CRM with an asset management system like Cartegraph can help to improve efficiencies further. Learn more about the Comcate/Cartegraph partnership.
Make more informed decisions about resource allocation.
Every local government leader strives to be a good steward of their citizens’ tax dollars – but when making decisions blindly, it’s hard to know if you’re applying resources in the right places to make the most impact.
CRM systems provide local government agencies with powerful analytics tools that transform raw data into actionable insights. By analyzing citizen interactions, agencies can identify trends, anticipate needs, and make informed decisions. This data-driven approach allows for more effective resource allocation, enabling agencies to address community needs proactively.
Comcate: CRM / 311 Software for Municipalities of All Sizes
By embracing CRM technology, local governments can empower their teams to better serve their communities and build stronger, more responsive government-citizen relationships. The investment in CRM software is not just a technological upgrade; it's a strategic move towards a more efficient, citizen-centric, and forward-thinking government.
Investing in CRM software is a big decision. If you’re considering new software, we encourage you to check out our guides on software selection to help walk you through the process of assessing your needs and finding the right product.
If you’d rather talk through the issue with a real person, fill out the form below and one of our consultants will be in touch to schedule a meeting.
Schedule a Meeting with Comcate Today!
Learn how Comcate can help make government delivery simple, and offer a modern digital experience to help you increase transparency, efficiency, and performance across your departments. If you have any questions about implementing our software, please fill out the form below or call us directly at (415) 632-1248.
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