Reno Direct 2009 Customer Relationship Managment Presentation

Huntsville 2009 CRM Showcase - June 2, 2009

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

Synopsis ,[object Object],[object Object],[object Object],[object Object],[object Object],City of Reno – Huntsville 2009 CRM Showcase

Management Philosophy and Culture City of Reno – Huntsville 2009 CRM Showcase

Innovative Solutions ,[object Object],[object Object],[object Object],“ 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

Implementing a Call Center ,[object Object],[object Object],[object Object],[object Object],[object Object],“ 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

Key Decisions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],“ 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

Implementation ,[object Object],[object Object],[object Object],[object Object],“ My email was answered clearly, courteously and in a timely fashion. Thank you so much!” - Reno Citizen City of Reno – Huntsville 2009 CRM Showcase

The Evolution ,[object Object],[object Object],[object Object],[object Object],[object Object],City of Reno – Huntsville 2009 CRM Showcase

Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],City of Reno – Huntsville 2009 CRM Showcase

Real World Advice ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],City of Reno – Huntsville 2009 CRM Showcase

Ready for More? ,[object Object],[object Object],City of Reno – Huntsville 2009 CRM Showcase

City of Reno – Huntsville 2009 CRM Showcase ,[object Object],[object Object],Jodi Barbara Kristine Danalyn

City of Reno – Huntsville 2009 CRM Showcase 14,536 service requests 38,000 communication occurrences

78% of citizens satisfied with our RESPONSIVENESS City of Reno – Huntsville 2009 CRM Showcase

City of Reno – Huntsville 2009 CRM Showcase 31% reduction in department’s INITIAL RESPONSE 74% faster COMPLETION TIME as compared to 2006

Average Service Requests Per Day City of Reno – Huntsville 2009 CRM Showcase

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

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

It’s really about customer service… City of Reno – Huntsville 2009 CRM Showcase Source: www.simpletruths.com

[object Object],City of Reno – Huntsville 2009 CRM Showcase

Reno Direct 2009 Customer Relationship Managment Presentation

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Editor's Notes