New Hanover County 311
Launch Boosts Communication & Customer Service
In the rapidly changing urban environment, New Hanover County (NHC) faced the challenge of managing interactions with its large customer base of about 225,000 residents and numerous businesses. NHC needed a centralized system to handle various requests, from permitting to street maintenance. To address this, NHC implemented a 311 system to improve communication, enhance service delivery, and strengthen community relationships, aiming to set new standards for municipal management and engagement.
Challenges
Multiple Communication Avenues
Managing diverse communication channels, such as permits, service requests, and licenses, proved challenging due to difficulties in consolidating data from these various sources. This fragmentation often led to inefficiencies and delays in addressing requests, impacting overall responsiveness.
Monitoring and Visibility
Without a unified system, tracking the status of service requests became a laborious task, resulting in frequent delays and a lack of visibility into request progress. This hindered the ability to provide timely updates to residents and businesses, leading to frustration and dissatisfaction.
Feedback Acquisition
The process of gathering valuable feedback on service delivery was inadequate, lacking a structured approach to collect and analyze customer satisfaction data. This gap in feedback mechanisms limited the municipality’s ability to make informed improvements and address community concerns effectively.
Scalability
Anticipated population growth in New Hanover County (NHC) necessitated a system that could accommodate increasing demands over time. The existing system struggled to scale efficiently, risking a decline in service quality and efficiency as the county expanded.
By the Numbers
- Transparent comms,
- improved satisfaction,
- data-driven planning
Solution
Deployment of Salesforce Service Cloud
The city implemented Salesforce Service Cloud to streamline and automate the management of service requests. The solution included features such as case management, workflow automation, and real-time tracking, which collectively improved response times and service efficiency.
Integration with Modern Technologies
Salesforce’s robust integration capabilities were utilized to connect the legacy 311 system with various modern technologies and platforms. This integration enabled a unified data management approach, ensuring all information was consolidated and easily accessible.
Implementation of Salesforce Experience Cloud
To improve user experience, StackNexus leveraged Salesforce Experience Cloud, creating a user-friendly portal for residents and businesses. The portal provided self-service options, allowing users to submit, track, and manage their requests independently. Customizable dashboards and interfaces were designed to meet the specific needs of different user groups, ensuring an intuitive and engaging experience.
Transition to Cloud Infrastructure
The shift to Salesforce’s cloud-based infrastructure significantly reduced the maintenance burden associated with the outdated system. The cloud environment offered automatic updates, scalability, and enhanced security, ensuring the system remained current with technological advancements. This transition also included migrating data to the cloud and establishing robust data management practices to maintain data integrity and accessibility.
Outcome
The Salesforce-based CRM system significantly enhanced service delivery speed and efficiency, leading to a notable increase in service requests via the portal and app. The user-friendly interface empowered residents to report and track issues in real-time, while automated workflows and integration capabilities enabled quicker resolutions and better coordination among municipal departments
Transparent communication, prompt service delivery, and effective integration of feedback significantly enhanced satisfaction among New Hanover County (NHC)'s residents and businesses. Clear and timely updates ensured that residents were well-informed about their requests and service statuses, while incorporating feedback helped address concerns and improve service quality. These improvements fostered a stronger relationship between the municipality and the community, leading to higher overall satisfaction.
Access to historical interaction data facilitated informed decision-making and strategic planning by providing valuable insights into past service requests and community needs. This data allowed municipal leaders to identify trends, anticipate future requirements, and make data-driven adjustments to improve service delivery. As a result, the municipality could more effectively address and prioritize community needs based on historical patterns and emerging trends.