about call centers, managing service requests, and citizen relationships
January 13, 2010 at 2:33 pm #89113
Good morning: are there any local government agencies using a 311/CRM product who have examples of how their CRM system has helped to save money?
December 13, 2010 at 3:56 pm #89121
Many local governments have used their 311/CRM systems for reviewing their work processes to refine them for better efficiences and reducing costs…Baltimore, Chicago, Minneapolis, and Kansas City are among those that immediately spring to mind.
ICMA has a free primer, “Customer Service and 311/CRM Technology in Local Governments: Lessons on Connecting with Citizens,” that includes a chapter on conducting a cost-benefit analysis and calculating ROI which might be useful. Go to icma.org/311 to download a copy.
January 10, 2011 at 9:21 pm #89119
Most governments find it challenging to calculate the ROI because they do not determine their pre-CRM costs. Sine they do not have an initial benchmark, calculating the ROI becomes elusive. That said, per Cory’s post, the municipality’s that make the effort to calculate the pre-CRM costs typically find huge costs savings in the following areas: call intake processing, solid waste collections, code enforcement, and graffiti removal.
June 27, 2011 at 9:01 pm #89117
Yes – we just put together a case study for a CRM replacement that we did in a UK city. http://fs-downloads.s3.amazonaws.com/resources/SouthRibble-CaseStudy.pdf although this is a bit skew as it covers replacing an older technology with a new cloud based system (and with cloud ROI gets much harder as “I” gets nearer to zero)
For new implementations, the easiest rule of thumb is to estimate channel migration between in-person, phone, and web (assuming that you are talking about self-service as well) this gives a very easy calculation. The most recent figures from the UK Society of IT Managers are: web £0.32, phone £2.90, face-to-face £7.40 – I don’t know what the current US rates are – but I am sure there are several valid sources.
It is possible to make sufficient savings out of processing a call in the initial handling time, however the real savings are about switching to more efficient ways of working and automating the back-office process.
June 27, 2011 at 9:16 pm #89115
US comparables have been compiled by both Gartner Group and Forrester Group, though I do not have access to the original source documents, the numbers are comparable to the UK study. Another channel that is even less expensive is mobile self service. On-line chat is another channel, that while less expensive than in-person, is typically higher than web self service. Utilizing IVR technology, though lacking the “human touch,” is another low cost channel. Channel shift are critical in helping public sector organizations drive ROI.
You must be logged in to reply to this topic.