Mobility

311 Call Center Boosts Operational Efficiency, Avoids Higher Costs With CRM Solution

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Executive Summary

The City of Birmingham, Alabama, needed a new 311 call center solution to help route and track service requests from citizens. The call center's previous system was expensive to maintain, difficult to use, and did not support how city departments worked. The city examined several solutions and selected Microsoft Dynamics CRM because of its technical flexibility, cost-effectiveness, and ease of use. In addition, licensing costs for the solution were just one-fourth of what established 311 software vendors demanded. With help from Microsoft Gold Certified Partner 2B Solutions, the City of Birmingham implemented the solution with custom workflows that supported processes at more than 20 different divisions.

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