A large city in the Southeastern US using a legacy homegrown ticket management system to support their customer service needs engaged BerryDunn to help them acquire and implement a replacement Constituent Relationship Management System (CRM).
The challenge
A large city in the Southeastern US was using a legacy, homegrown ticket management system to support customer service across departments. The system lacked mobile access and self-service functionality, and its aging infrastructure limited the city’s ability to deliver modern, efficient services. To improve workflow processes and constituent experiences, the city partnered with BerryDunn to acquire and implement a new Constituent Relationship Management (CRM) system.
Our approach and methodology
BerryDunn guided the city through a structured procurement and implementation process, including:
- Facilitating on-site work sessions to define detailed system requirements
- Developing a comprehensive RFP
- Supporting vendor proposal reviews and demonstration facilitation
- Assisting with contract negotiations
- Participating in biweekly project status calls
- Leading discovery sessions and strategic planning
- Creating monthly status reports to track progress, risks, and issues
- Developing test scripts and facilitating user acceptance testing (UAT)
- Conducting a readiness assessment before go-live
The outcome
The new CRM system enabled the city to streamline operations and improve service delivery through:
- Online and mobile service request submissions
- Real-time status updates for requests for service and complaints
- A searchable knowledge base and inquiry portal
- GIS-based service eligibility checks
- Mobile access for field staff with real-time tracking
Long-term value
The city has transitioned to a paperless environment, improving efficiency and responsiveness. Residents and visitors can now interact with the city 24/7—submitting requests and accessing information without needing to visit city hall or make a phone call.
More importantly, the city is now able to create consistent and unified communications with constituents, which provide timely information and clear completion dates for greater transparency and customer satisfaction.
About BerryDunn
BerryDunn’s local government consulting team brings a holistic view of system planning and a track record of success in constituent experience projects. Through structured analysis, collaborative engagement, and market expertise, we empower local governments and utilities to make informed, future-ready technology decisions—on time, within scope, and aligned with their mission.
Focused on inspiring organizations to transform and innovate, we partner 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.
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