Enterprise Customer Relations Management Solution & Implementation Services
Enterprise Customer Relations Management Solution & Implementation Services. As part of its ongoing efforts to enhance the quality and cost-effectiveness of City service delivery to its customers, the City of San Antonio (City) is pursuing a phased implementation of an Enterprise Customer Relationship Management (CRM) solution, along with associated customer service/customer relationship management improvements. The City plans to replace its IRSS (Information and Request for Services System) mainframe application which currently supports the Citys 311 Contact Center (See Exhibit 6 for additional information on IRSS) and to establish the use of a standard CRM system in 311, City Council Offices and other City departments. This will help improve customer service by: A. standardizing how the City interacts with customers, B. enhancing, adding additional channels for communication and streamlining the ways the City interacts with customers, and C. increasing the Citys ability to handle customer requests in an appropriate and timely manner.
