Demographics: Population:  49,500

The City of Rowlett, Texas has chosen the InTouch™ eCRM Citizen Relationship Management solution as its Internet-based solution for staying in touch with the needs and concerns of its citizens. The InTouch™ solution supports Rowlett city management’s commitment to providing city government that is responsive to the needs of the citizens, and to improving the quality of service that citizens receive.
A citizen relationship management solution (CRM) can be a powerful tool for municipal government because citizens have improved access to their government and the city provides improved response. CRM-enabled governments become seamless support organizations for the citizens that they serve, with all departments working together through a single application. The powerful reports that it provides for city management can be used to assess and improve service levels, improve allocation of resources, and improve the scope of services provided.
InTouch™ eCRM solution was selected by the City of Rowlett because of its easy-to-use interface (a simple web browser) and its powerful reporting capabilities. Also important was the ability to:

– Utilize the internet for citizen access.

– Quickly capture contact information

– Automatically notify city personnel

– Rank the priority of citizen contact

-  High priority items are no longer missed

– Connect all departments for seamless interaction

– Provide real-time statistical reporting 

“This application provides a new level of feedback from the citizens. The feedback loop is complete with a technology that connects citizens to city officials in this manner. It allows the city manager to be confident that every issue is being appropriately addressed,” said Richard Hill, vice president of MMI-Internetworking. “Everyone that sees these capabilities gets excited about its potential to revolutionize how city governments and their populations interact.”
InTouch™ eCRM integrates seamlessly with an organization’s intranet, and may be readily integrated with their web site so citizens can interact with the application directly.