The US City of Grand Rapids, Michigan, created a convenient, efficient, and scalable solution to provide excellent customer service to citizens. Their customer service center, known as Grand Rapids 311, is a single point of contact for non-emergency services – citizens can access it in person, online, by phone, or via mobile app. Built using Microsoft Dynamics CRM, the new processes and tools save time and money by streamlining access to services.
Providing citizens with excellent customer service is a tradition for the passionate civil servants of City of Grand Rapids. Each department in the city government – Water, Electricity, Waste Removal, etc. – always seeks to put the public first .Over the years each department developed its own billing and customer service processes. Citizens with questions would go to a main switchboard and then wait to be transferred to the appropriate department. Because there was no standardized way for departments to share information, sometimes callers were forced to repeat the process many times, especially if their question involved several departments. This situation led to duplicated effort, lost time for customers on hold, higher administrative costs, and all-around frustration.