Introducing MuniPaaS 311, a pre-built / pre-configured Customer Service Management system built for Towns and Cities. Deliver all the outcomes a citizen-facing department needs to "Close the Loop" on Citizen needs, integrate divisional systems, drive efficency to your back-office and report to senior management and council. Allow Citizens to create:
Receive requests for service from your Citizens from their channel of choice, in an easy to use interface. Accept Service Requests via Inbound Email, SMS, Social DMs, Web Forms, Phone Calls, Referrals and ChatBot conversations.
Educate Citizens about city services, allow Citizens to search a Knowledge Base to get answers to common questions fast. Give ChatBots to citizens to help navigate the website and get solutions via any channel without an agent.
Already fully integrated to your existing GIS mapping software, we allow Citizens to select Assets and Points on a Map when reporting issues. Map all your requests and perform geospatial analysis of issues.
As citizens create Service Requests, MuniPaaS coordinates all the work to be performed in the office and in the field. Automate Work Orders to your divisions using the Type of Request and Location to determine the best team to assign.
Keep citizens updated with regular notifications during a Service Request lifecycle and keep citizens informed of issues that may impact them proactively Use generic or custom message templates specific to the Service Type and Channel.
Monitor any data on the platform using a series of prebuilt and custom reports. Check the pulse of the municipality and your service delivery of your organization in real-time. Export reports and allow subscribers to receive key metrics in their inbox on a frequent basis.
Take control of service delivery and online content with easy to use tools to help Service Managers create and modify Contacts for Online Portals, Service Type specific questions, Workflows, Messaging Templates and much more.
Close the loop on all your services by sending Service Request Closure Surveys to your citizens. Measure your customer satisfaction by department and improve services using real-time metrics.
Our solution, is housed on the Salesforce platform. So not only do we provide the valuable features above, but the following utilities come as standard as part of the platform and implementation:
* Available at additional cost based on usage
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