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The City of Milan is an important economic, financial, and creative capital of Italy. The city has a population of about 1.3 million, and it delivers municipal services to more than 3 million people. In order to streamline call processing and deliver better municipal services, city set up a dedicated phone number for city services and deployed Microsoft Dynamics CRM as part of the Microsoft Citizen Service Platform solution. The system is the first of its kind in Italy, and it simplifies relationships between local government and city service users. The City of Milan can now better track service requests, plan assistance interventions, cope with internal production peaks, eliminate queues at front offices, and reduce costs.
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