Reno Direct 2009 Customer Relationship Managment Presentation

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  • Reno Direct 2009 Customer Relationship Managment Presentation

    1. 1. Huntsville 2009 CRM Showcase - June 2, 2009
    2. 2. City of Reno – Huntsville 2009 CRM Showcase 214,853 population (2008 est.) $405,792 customer service budget $427.6 annual budget (FY2008/09) Community Profile
    3. 3. Synopsis <ul><li>Issues </li></ul><ul><ul><li>Citizen and staff confusion w/where to start </li></ul></ul><ul><ul><li>Unresolved complaints </li></ul></ul><ul><ul><li>Nonresponsive to customers </li></ul></ul><ul><li>Committed to proactive, responsive & accountable government </li></ul>City of Reno – Huntsville 2009 CRM Showcase
    4. 4. Management Philosophy and Culture City of Reno – Huntsville 2009 CRM Showcase
    5. 5. Innovative Solutions <ul><li>Provide easy access to local government </li></ul><ul><li>Two-way value </li></ul><ul><li>Connecting to citizens </li></ul>“ Thank you for promptly removing graffiti in the past. All of my emails to Reno Direct have been taken care of very quickly.” -Reno Citizen City of Reno – Huntsville 2009 CRM Showcase
    6. 6. Implementing a Call Center <ul><li>Barriers </li></ul><ul><ul><li>Limited funds </li></ul></ul><ul><ul><li>Departmental buy-in </li></ul></ul><ul><ul><li>Logistics </li></ul></ul><ul><ul><li>Knowledge Management </li></ul></ul>“ In the past I have used this service with a very positive response. I am thankful for Reno Direct.” -Reno Citizen City of Reno – Huntsville 2009 CRM Showcase
    7. 7. Key Decisions <ul><li>What department </li></ul><ul><li>Supervision </li></ul><ul><li>Funding </li></ul><ul><li>Staffing level </li></ul><ul><li>Hours of operation </li></ul><ul><li>311 or 7-digit </li></ul>“ I have called a number of times. Potholes, stop sign issues and more. Thank you for all your help in the past.” - Reno Citizen City of Reno – Huntsville 2009 CRM Showcase
    8. 8. Implementation <ul><li>Reallocation of funding </li></ul><ul><li>Staffing </li></ul><ul><li>Call center location </li></ul><ul><li>Call center infrastructure </li></ul>“ My email was answered clearly, courteously and in a timely fashion. Thank you so much!” - Reno Citizen City of Reno – Huntsville 2009 CRM Showcase
    9. 9. The Evolution <ul><li>Software </li></ul><ul><li>Hardware </li></ul><ul><li>Operations </li></ul><ul><li>Reporting </li></ul><ul><li>Expansion/Outreach </li></ul>City of Reno – Huntsville 2009 CRM Showcase
    10. 10. Results <ul><li>Improved customer service </li></ul><ul><li>Increased accessibility </li></ul><ul><li>Centralized tracking </li></ul><ul><li>Accountability </li></ul><ul><li>Timeliness </li></ul><ul><li>Efficient resource allocation </li></ul><ul><li>Identify emerging issues </li></ul><ul><li>Additional resource for EOC activation </li></ul><ul><li>Satisfied Elected Officials </li></ul>City of Reno – Huntsville 2009 CRM Showcase
    11. 11. Real World Advice <ul><li>311 vs. 7-digit </li></ul><ul><li>24-hour operation? </li></ul><ul><ul><li>Once you go 24-hours, you can’t take it back! </li></ul></ul><ul><li>Two-way communication </li></ul><ul><li>Training is imperative </li></ul><ul><li>Top down & bottom up buy-in </li></ul><ul><li>Dumping ground </li></ul><ul><li>Flexibility </li></ul>City of Reno – Huntsville 2009 CRM Showcase
    12. 12. Ready for More? <ul><li>Examples of statistical data </li></ul><ul><li>Used by management as a tool for decision-making </li></ul>City of Reno – Huntsville 2009 CRM Showcase
    13. 13. City of Reno – Huntsville 2009 CRM Showcase <ul><li>Weekdays 6AM – 6PM </li></ul><ul><li>Phone, Fax, Email, Walk-in, US Mail </li></ul>Jodi Barbara Kristine Danalyn
    14. 14. City of Reno – Huntsville 2009 CRM Showcase 14,536 service requests 38,000 communication occurrences
    15. 15. 78% of citizens satisfied with our RESPONSIVENESS City of Reno – Huntsville 2009 CRM Showcase
    16. 16. City of Reno – Huntsville 2009 CRM Showcase 31% reduction in department’s INITIAL RESPONSE 74% faster COMPLETION TIME as compared to 2006
    17. 17. Average Service Requests Per Day City of Reno – Huntsville 2009 CRM Showcase
    18. 18. City of Reno – Huntsville 2009 CRM Showcase Graffiti Removal – 2,238 Abandoned Vehicles – 1,876 Illegal Parking – 1,473 Code Enforcement Debris Private Property – 384 Code Enforcement Undefined – 400 Top 5 Service Requests
    19. 19. City of Reno – Huntsville 2009 CRM Showcase Ward 3 – 27.6% Ward 1 – 22.3% Ward 5 – 17.9% Ward 4 – 17.8% Ward 2 – 14.3% Service Requests by Ward
    20. 20. It’s really about customer service… City of Reno – Huntsville 2009 CRM Showcase Source: www.simpletruths.com
    21. 21. <ul><li>Michael Chaump | 775.785.5858 | chaumpm@cityofreno.com </li></ul>City of Reno – Huntsville 2009 CRM Showcase

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