Overview

When Becky Jo Glover joined the City of Grand Rapids, she stepped into a basic Microsoft Dynamics CRM environment. The organization was dealing with few standardized responses, limited tracking documentation on inquiries, and had several small call centers backlogged with open requests. Becky Jo shares, “One of the reasons I chose to work for the City was the powerful IT structure. But our organization didn’t realize what they had; Microsoft Dynamics CRM had capabilities that the City could not even imagine.”

Solution

The City now uses Adxstudio 311 accelerator for its website. “All my dreams have been answered with our solution, from reporting to geospatial data. There is incredible depth in the combination of Microsoft Dynamics CRM and Adxstudio,” Becky Jo says. The City continues to evolve CRM and is making its website more userfriendly with a mobile responsive design that will allow citizens to submit their requests online. If their first experience is a good one, they’ll use that form of communication again, reducing the amount of time the City of Grand Rapids’ call center deals with phone calls and walk-in customers. Becky Jo explains, “People want and need a simple interface that takes one to two clicks, and they’re done.”

“People want and need a simple interface that takes one to two clicks, and they’re done.”

Becky Jo and her team initially directed their attention to the City’s water department which serves more than 250,000 customers. They leverage Microsoft Dynamics CRM and Adxstudio Portals to manage walk-in payments, meter maintenance, plumber scheduling, bills, late fees, and more. The City’s dream was to take its solution to a whole new level, and Becky Jo and her team definitely have, winning a 2015 Expanding Excellence Award from CS Week in the Innovation in Customer Service category.

Results

After improving the water department’s practices, the City of Grand Rapids continued to look closely at its backend processes. After a detailed assessment, City departments have changed more than 100 backend processes and have been able to streamline the water department backend office due to the lower call volume. All of this has resulted in a $1.2 million savings.

The City of Grand Rapids is also benefitting from amazing analytics that were not accessible before. Data is now available on demand: Water utility agreements that once took up to six weeks to process now take less than two hours. “We’re able to respond more quickly to our citizens while greatly reducing our costs.” Becky Jo continues, “Having the power of Microsoft Dynamics CRM and Adxstudio Portals has given us the opportunity to reinvent ourselves as a 311 organization, and that’s really important to keep our services relevant in this day in age. I hope other 311s can benefit from what we’ve achieved with our platform.”

“Having the power of Microsoft Dynamics CRM and Adxstudio Portals has given us the opportunity to reinvent ourselves as a 311 organization, and that’s really important to keep our services relevant in this day in age. I hope other 311s can benefit from what we’ve achieved with our platform.”

Courtesy of Partner Channel Magazine, August 2015