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GROUP : 9Shruti Bansal (62)
Kinjal Raut (100)
Raman Ganapathy (97)
Anil Rao (98)
Jay Rajgor (96)
PRESENTS
SUMMARY San Francisco one of the largest and most populated
city in California, United States Government services (DTIS) were not up to its mark
Citizens struggled to find the appropriate voicemail box and leave a message
The example shown in the video is of the abandoned vehicle complaint process
Citizens were frustrated, leading to multiple messages about a single vehicle
DTIS (department of telecommunication and information system)Came up with the new system
Greater interdepartmental collaboration Online help
Tracking of work Better customer service
HOW DOES CRM LOOK LIKE ?
1•How did the DTIS CRM team change the business process for dealing with abandoned vehicles in San Francisco ?• How did old business process work, and its
problems,analyzing the current business process
reviewed the complaints of the customer
analyzed what led to customer dis-satisfaction
completely aware of the problems faced by the customers , and then changed the process
use the existing 311 service
have direct one to one interactionwith the operators
Whereas the old system
More of manual labour
Low Efficiency and accuracy
More time consuming
The older system created a lot of problems As the whole business process was disrupted
Why the change was necessary ?
It was not feasible and an efficient way to carry out the old business process with a new CRM system
Developing a new business process would lead to faster response as it would be a direct human interface systemNew business process would lead to transparency allowing quick response and acknowledgement towards the customers
It would lead to Customer satisfaction by providing least scope of error
2 Why is CRM particularly useful for the support of interaction jobs
CRM is the model of man to man & human to human interaction rather than just doing transactional workThe overall goals are
to find, attract, and win new clients, service and retain those the company already has, entice former clients to return, and reduce the costs of marketing and client service.
3How does city wide system help different agencies collaborate with one another ?
Department of Public Works,Dept of Public Health,Fire Dept
e-government component, linking access methods such as the City’s website,kiosks, and interfaces to mobile phones and PDAs
CRM system has software which has the details of all the various departments of the government like
provides an online website where one can lodge a request and also can track the same or connect to a concerned department.
The collaboration will notify different departments about the task that has been allotted to them, also helps different agencies to be connected and contacted throughout.
4 •How the new system helped integrate information among city agencies ?•What difference would this make for customer service ?
CRM San Francisco's City Government lead to a higher level of efficiency by providing customer satisfaction by giving services like:•Lodging complaints so that Govt. Departments get quick information for the improvement of the city, e.g. Pot holes•Tracking work , e.g. Abandoned car•Lost & found items in the city•Information of any outlet in the city , map , locationEmergency help and services
5 The type of information system used by DTIS CRM
CONCLUSION
THANKING YOU