A medium-sized city in the Western US was using a dated Constituent Relationship Management (CRM) system and wanted to explore options to better serve their community.
The challenge
Due to functional limitations, difficult upgrades, a reevaluation of city-provided services, and the city council’s desire to provide world-class service, the city decided to review the CRM marketplace. Their existing system had minimal self-service functionality and no mobile access for city customers. With an eye toward providing better services, the city engaged BerryDunn to help them acquire a replacement CRM to fit its needs. A special requirement was to gain the community’s input as part of the process.
Our approach and methodology
BerryDunn led the city through a structured requirements and Request for Proposal (RFP) development process, and provided a strategy for gaining community input and buy-in on a CRM, including:
- On-site work sessions to develop a list of detailed requirements for a replacement system to fit the city’s needs
- Development of an RFP document
- Assistance with vendor proposal reviews and facilitation of vendor demonstrations
- Facilitation of contract negotiations with the selected vendor
- Participation in bi-weekly project status calls during the system implementation
- Facilitation of discovery and business process sessions
- Facilitation of customer outreach and engagement
- Facilitation and creation of community surveys and focus groups
- Development of bi-weekly project status reports that tracked project progress, risks, and issues for the duration of the implementation
- Development and documentation of current and future business processes
- Development of system functional and technical requirements
The outcome
With a new constituent relationship management system selected, the city was able to streamline its processes, update technology infrastructure, and take advantage of the online and mobile functionality, including:
- Online service requests
- Online status inquiry for submitted applications and complaints
- Online inquiry requests and knowledge base portal
- Online GIS restriction for providing services within the city limits
- Mobile access to service request details, with real-time tracking of assignments and results
The city has moved into a paperless environment, promoting greater efficiency and better customer service to constituents. City residents and visitors are able to interact with the city on a 24/7 basis and can submit requests without traveling to city hall or picking up the phone.
About BerryDunn
BerryDunn brings a refined approach to CRM system selection and implementation, shaped by extensive public-sector expertise and customized to fit each client’s distinct needs. Because we remain independent of vendors, our recommendations are driven solely by what benefits our clients the most. From initial evaluation through successful deployment, we help local governments and utilities navigate CRM transformations with precision, transparency, and teamwork.
Focused on inspiring organizations to transform and innovate, our Local Government Practice Group partners with municipal, county, regional, and quasi-governmental entities throughout the US to help them meet their biggest challenges. Learn more about our team and services.
Skip to Main Content