311 Call Center Boosts Operational Efficiency, Avoids Higher Costs with CRM Solution

August 2, 2010By 2buserCase Studies, Microsoft CRM, xRM

The City of Birmingham, Alabama, needed a new 311 call center solution to help route and track service requests from citizens. The call center’s previous system was expensive to maintain, difficult to use, and did not support how city departments worked. The city examined several solutions and selected Microsoft Dynamics CRM because of its technical flexibility, cost-effectiveness, and ease of use.