home | sitemap | contact us

Success Stories

City of Moreno Valley Citizen Response Management System

View the video

In 2005 the City of Moreno Valley began looking for software to use as a Citizen Request Management system, to allow the city to implement, route, and track Service Requests (Cases) from citizens, and assign ownership to appropriate parties. The system would need to manage activities (phone calls, emails, meetings, tasks) associated with a Case through resolution. They also desired the ability to implement centralized management reporting on Service Requests including case type, status and resolution, and user performance and trends related to cases.

The selected solution would need to be easy to configure, allow different users access to different parts of the CRM system based on security level. And include the ability to send case status and satisfaction surveys to citizens via email, and include a portal for citizens to log services requests via the web.

In 2006, Eskel Porter assisted the City of Moreno Valley with installation and Implementation of Microsoft CRM as a tool to achieve their functional objectives. Eskel Porter provided full implementation services to the City of Moreno Valley, including: requirements gathering, design, implementation, training, and ongoing maintenance.

Eskel Porter began by spending several days in Moreno Valley interviewing staff from several City departments targeted to use the new CRM system, including the Office of the City Manager, City Council, Public Works, Code Enforcement, Animal Control, and others to conduct a business requirements analysis.

Eskel Porter installed Microsoft CRM version 3.0 and c360 (an Independent Software Vendor CRM add-on product that enhances CRM's native functionality for searching records and providing an audit trail). We provided training to the client's IT staff, so that they could learn CRM in the process and get up to speed in order to support the product after implementation.

With Eskel Porter, the City of Moreno Valley has extended CRM's functionality by linking CRM to (1) their city's streets & roads database, (2) their GIS software, (3) Connection to the city's website. In the future, the City intends to link CRM with their IVR system.

learn more