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CRM system to auto capture communications
Initiative Statement
Evaluation of the potential implementation of a customer resource management system will be completed by March 2024 with a focus on creating a single system of record that captures and streamlines all inbound/outbound communications, thereby achieving efficiency through a reduction in response times to customer inquiries. (Note: Due to current system capabilities, the more permanent solution will likely occur as a part of the enterprise case management system replacement project.)
Milestone Checklist | Status |
Identify and document current communication methods. | |
Evaluate current system capabilities. | |
Evaluate potential for a procured solution. | |
Develop recommendations. | |
Solicit internal and external stakeholder feedback. | |
Develop final recommendations based on input. | |
Implement recommendations. |
Impact Statement
Implementing a Customer Resource Management (CRM) system to track and manage all inbound and outbound communications with applicants will improve efficiency and consistency in customer service.
Estimated Completion Date
March 2024
Initiative Owner
Cliff Phillips
cliff.phillips@austintexas.gov
Initiative Team Member Departments
Austin Energy
Austin Fire
Austin Water
​Communications & Technology Management
Development Services
Parks and Recreation
Transportation & Public Works
Watershed Protection