Coral Gables 311
Launch Boosts Communication & Customer Service
In the rapidly evolving urban environment of Coral Gables, managing interactions with a diverse and growing customer base of approximately 50,000 residents and numerous businesses had become increasingly complex. The municipality faced the challenge of efficiently handling a wide array of requests, including permitting issues and street maintenance tasks. To address this, Coral Gables initiated the implementation of a 311 system. This centralized system aimed to streamline communication processes, enhance service delivery, and build stronger community relationships through modern technology, thereby setting a new standard for urban management.
1.5X
Case Volume
Increase
36%
Resolution Time
Decrease
2X
Faster Resolutions
Increase
Challenges
Inefficient Response Times
The outdated system struggled to keep up with the volume of requests, leading to delayed responses and resolution times, which frustrated residents and businesses.
Limited Integration Capabilities
Legacy systems lacked the ability to integrate with newer technologies and platforms, resulting in fragmented data and disjointed workflows that hindered effective service delivery.
Inadequate User Experience
The obsolete 311 system had an outdated user interface and limited functionality, making it difficult for users to navigate and access the services they needed, thereby reducing overall satisfaction.
High Maintenance Costs
Maintaining and supporting the outdated system was costly and resource-intensive, diverting funds and personnel from other critical areas of municipal operations and innovation.
By the Numbers
- Daily service requests range between 1000 and 1500
- Requests received through the portal and app surged by 125%
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
City departments gained deeper insights into service requests, allowing them to improve response strategies and allocate resources more effectively. Residents benefited from the ability to track open tickets in real-time, enhancing transparency and trust in municipal services. This increased engagement and communication strengthened the relationship between the community and the city government.
The system experienced a remarkable 125% increase in service requests submitted through the portal and app, managing between 1,000 and 1,500 requests daily. This surge in activity was efficiently handled by a dedicated team of 34 customer service center operators, who provided round-the-clock support to ensure timely and effective responses. The enhanced capacity and continuous operation contributed to a more streamlined and responsive service delivery process.