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Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
Reno Direct 2009 Customer Relationship Managment Presentation
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Reno Direct 2009 Customer Relationship Managment Presentation

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    • 1. Huntsville 2009 CRM Showcase - June 2, 2009
    • 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. 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. Management Philosophy and Culture City of Reno – Huntsville 2009 CRM Showcase
    • 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. 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. 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. 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. 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. 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. 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. 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. 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. City of Reno – Huntsville 2009 CRM Showcase 14,536 service requests 38,000 communication occurrences
    • 15. 78% of citizens satisfied with our RESPONSIVENESS City of Reno – Huntsville 2009 CRM Showcase
    • 16. City of Reno – Huntsville 2009 CRM Showcase 31% reduction in department’s INITIAL RESPONSE 74% faster COMPLETION TIME as compared to 2006
    • 17. Average Service Requests Per Day City of Reno – Huntsville 2009 CRM Showcase
    • 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. 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. It’s really about customer service… City of Reno – Huntsville 2009 CRM Showcase Source: www.simpletruths.com
    • 21. <ul><li>Michael Chaump | 775.785.5858 | chaumpm@cityofreno.com </li></ul>City of Reno – Huntsville 2009 CRM Showcase

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