Project:
Town of Trophy Club, Texas

InTouch™ eCRM Software Implementation

The Outcome:
Trophy Club implementedInTouch™ Citizen Relationship Management (eCRM) and opted for the additional website module of eCRM for citizen self service. Once a resident reports an issue via stopping by the office, calling in, or using the Website, it is automatically categorized and routed to the appropriate department for action during regular business hours. City Manager Donna Welsh stated, “We are excited about the addition of this customer service tool and its ability to help us streamline the handling of citizen concerns requests, suggestions and complaints. While we know that not every citizen will choose to make his or her requests online, this program will enable us to track issues reported in person or by phone as well as to ensure our residents are receiving the highest level of service possible.” To help ensure every request is answered, each issue has a pre-determined number of days in which it must be dealt with before it escalates up to a department supervisor or city management. No matter how small the case, a detailed history of it is filed. Beth Ann Gregory, IS Manager for Trophy Club noted, “We are a small but very progressive city. Even with small funds we want to use technology to help make the city run more smoothly,” she said, “We provide our residents with the ability to interact with us 24/7, which is the definition of e-government. We give them access at all time."