Denver is experiencing a period of unprecedented growth. The city welcomes 1,000 new citizens each month, making it the fastest-growing city in the United States. Its job market, affordability, and quality of life recently earned Denver the #2 spot on the 2017 U.S. News and News and World Report Best Places to Live.
The Challenge
Denver faced the convergence of high growth and changing customer preferences. The City was being asked to support this deluge of new residents with higher quality services, and Denver “wanted a system that created a 360-degree view of our residents. We wanted a system that allowed for transparency, that allowed for multichannel integration, that allowed for them to be able to see ticket status,” says Christine Binnicker, Director of Enterprise Applications, City and County of Denver.
The SIPA Solution
Denver decided to move its systems to the cloud. The team re-platformed its backend case management system on Salesforce Service Cloud, making it easier for employees to move work and action items through the lifecycle, faster. The team also deployed its 311 system on Service Cloud, opening up more communication channels like mobile ticketing, web chat, and more. In addition, Denver was able to use Salesforce’s built-in analytics to pull more data and insights out of its service activity, helping the team “determine where we should be dedicating our resources, and what things we should be working on to make it easier for our residents to connect with their government,” said Binnicker. Denver’s cloud deployment connected people, process, and data in a way that focused more attention on the needs and sustainability of the community.
Results
Modern employee productivity tools helped the city shave 23 seconds off the average call time, reduce duplicate data entries, and save money. It also transferred cases from (expensive) phone lines to other communication channels; online case volume increased by 68%, helping the team scale its efforts and meet more customer inquiries. There were financial benefits as well: “In one agency, our Department of Public Works, we’ve saved more than $7,000 by moving just 4% of cases to digital in the first six months,” said Binnicker.