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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
    • Issues
      • Citizen and staff confusion w/where to start
      • Unresolved complaints
      • Nonresponsive to customers
    • Committed to proactive, responsive & accountable government
    City of Reno – Huntsville 2009 CRM Showcase
  • 4. Management Philosophy and Culture City of Reno – Huntsville 2009 CRM Showcase
  • 5. Innovative Solutions
    • Provide easy access to local government
    • Two-way value
    • Connecting to citizens
    “ 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
    • Barriers
      • Limited funds
      • Departmental buy-in
      • Logistics
      • Knowledge Management
    “ 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
    • What department
    • Supervision
    • Funding
    • Staffing level
    • Hours of operation
    • 311 or 7-digit
    “ 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
    • Reallocation of funding
    • Staffing
    • Call center location
    • Call center infrastructure
    “ 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
    • Software
    • Hardware
    • Operations
    • Reporting
    • Expansion/Outreach
    City of Reno – Huntsville 2009 CRM Showcase
  • 10. Results
    • Improved customer service
    • Increased accessibility
    • Centralized tracking
    • Accountability
    • Timeliness
    • Efficient resource allocation
    • Identify emerging issues
    • Additional resource for EOC activation
    • Satisfied Elected Officials
    City of Reno – Huntsville 2009 CRM Showcase
  • 11. Real World Advice
    • 311 vs. 7-digit
    • 24-hour operation?
      • Once you go 24-hours, you can’t take it back!
    • Two-way communication
    • Training is imperative
    • Top down & bottom up buy-in
    • Dumping ground
    • Flexibility
    City of Reno – Huntsville 2009 CRM Showcase
  • 12. Ready for More?
    • Examples of statistical data
    • Used by management as a tool for decision-making
    City of Reno – Huntsville 2009 CRM Showcase
  • 13. City of Reno – Huntsville 2009 CRM Showcase
    • Weekdays 6AM – 6PM
    • Phone, Fax, Email, Walk-in, US Mail
    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.
    • Michael Chaump | 775.785.5858 | chaumpm@cityofreno.com
    City of Reno – Huntsville 2009 CRM Showcase