Customer Relationship Management (CRM)
CRM is generally used by people who would either be in the sales department of any business. Salespeople will be entering customers’ details and maintaining data so that every time a salesperson interacts with the customer, it is easy & quick for him to offer requested services or to solve their queries. But the idea of a CRM is quite different from the conventional way of using it. Here the CRM is actually going to be the place like the “Help Desk” that you might have seen in any of the government offices. Our Smart City ERP Solution is not only making its citizens smarter but the way local bodies and government works is also in a prime focus. Here every citizen who interacts with the authority is a customer & every person who offers the requested support is like a salesperson. So in other words, this Smart City ERP Solution is also clubbed with a CRM which makes it easy for authorities to effectively connect with the citizens. This CRM implementation will not only make people smarter but also will enhance the procedural aspects and make it efficient. Let's have a detailed look at how such a CRM is going to work in a public-serving environment.
Residents’ authentication with their unique IDs.
Email and SMS integration with Two ways Communication
Automatic assignation of citizens' request
Allows to manage detailed information of Citizens and Employees
Integration with other Government Portals and Utility Applications
So to summarize all the points mentioned, CRM in SmartCity ERP Solution is not just for the salespersons but also have been utilized to take care of citizens’ inquiries, service requests, complaints and/or issues and many such things where the administrative body requires to allow citizens to directly connect with the right department as well as person to look into their matters. In other words the CRM we have here is in actual terms, Citizens Relationship Management, becoming the bridge between people & administration.