Montgomery County, Maryland’s MC311 program recently won the 2011 Silver CRM Excellence Award in Customer Analytics from Gartner & 1to1 Media. The MC311 program is a centralized customer service center for the county’s constituents. Prior to the implementation of Siebel CRM 8.1, the county was unable to track the volume or type of requests because they were handled by siloed departments. Today, the MC311 program’s centralized customer service center handles calls to a single phone number and provides a self-service website to enter and track requests, as well access to an extensive knowledgebase on the county’s services.
In this video, Opus Group LLC provide an overview of the project, implementation and results. The impressive results include a 98% accuracy rate for service requests, average call time of 2.5 minutes, 95% of calls answered within 20 seconds and an abandon rate of less than 3%. All of these results exceeded the project’s KPI goals!
Congratulations to the county and Opus Group!