Sacramento 311
Launch Boosts Communication & Customer Service
In 2008, the City of Sacramento introduced a 311 phone service as a centralized number for non-emergency city services, addressing issues such as solid waste management, recycling, water usage, code enforcement, road repairs, building permits, and parking issues. Over a decade later, city officials recognized the need for a more modern and comprehensive Customer Relationship Management (CRM) system to enhance service levels and better meet the needs of the community. This initiative led to the development and implementation of a new 311 CRM solution powered by Salesforce.
3X
Case Volume
Increase
36%
Resolution Time
Decrease
4X
Customer wait time
Decrease
2X
Agent Productivity
Increase
Challenges
Outdated System
The initial 311 service, although effective when first implemented, became obsolete as technology advanced and community expectations evolved. This obsolescence led to inefficiencies and gaps in service delivery.
Increasing Service Demands
The volume and variety of service requests surged significantly, overwhelming the existing system and making it inadequate for handling the growing demands efficiently.
Lack of Integration
The old system lacked integration with other technology platforms, which impeded the city’s ability to provide seamless support and coordination across multiple communication channels.
Remote Work Transition
The COVID-19 pandemic necessitated a shift to remote work for city employees, complicating the implementation and operation of the new CRM system and adding additional challenges to maintaining service continuity.
By the Numbers
Average 1800 service requests per day
Processed 2.5M requests in last 4 Years
125% increase in requests via the portal and app
34 customer service center operators
Operates 24 hours a day / 7 days a week
Solution
Partnership with StackNexus
The City’s IT team worked closely with StackNexus to develop a strategy for the CRM overhaul. This collaboration focused on designing and implementing an updated CRM system that would enhance service delivery and streamline operations. The joint effort ensured that the new system met the City’s needs and improved overall efficiency.
Salesforce Platform
Salesforce was selected as the foundation for the new 311 CRM solution due to its ability to provide a centralized platform for aggregating customer contact data. This choice enabled the consolidation of various service requests and interactions into a single, unified system, enhancing data accessibility and streamlining customer management processes.
Integration with Other Technologies
The new system was integrated with various technology platforms including Cisco Call Manager, ArcGIS, Microsoft Azure, Infor EAM, Chameleon Software, citizen works and the city’s billing and customer care platform. Google IVR integration for request creation
Remote Implementation
Despite the challenges presented by the pandemic and the shift to remote work, the new CRM system was successfully launched. This achievement ensured a smooth transition to a more modern service delivery model, allowing for continued efficient management of service requests and improved customer interactions.
Outcome
The Salesforce-based CRM system improved the speed and efficiency of service delivery, leading to a significant rise in service requests submitted through the portal and app. This enhancement streamlined operations and allowed for quicker handling of requests, ultimately boosting overall service responsiveness and effectiveness.
City departments gained deeper insights into service requests, which improved their response strategies and resource allocation. Residents benefited from the ability to track open tickets in real-time, which enhanced transparency and strengthened community engagement by keeping them informed about the status of their requests.
The system experienced a 125% increase in requests submitted through the portal and app, managing between 1,000 and 1,500 service requests daily. This was efficiently handled by a team of 34 customer service center operators who provided round-the-clock support to ensure timely and effective responses.
After implementing the 311 system, the City Departments of Community Development (CDD), Youth and Parks and Community Engagement (YPCE), and Department of Community Response (DCR) began using the application for end-to-end request processing. This integration streamlined their workflows, allowing for more efficient handling of service requests from initiation through to resolution.