1- How did the DTIS CRM team change the business process for dealing with abandoned vehicles in San Francisco? How did the old business process work, and what kinds of problems arose? Why was it necessary to change the business process before developing new CRM system?
The city of San Francisco Abandon vehicles Detail Unit is a detached set of officers that
handle abandon vehicle complaints after the vehicle has been abandon for 72 hours. Once the
unit receives a complaint of an abandon vehicle, they respond to the scene and mark the
vehicle, advising the owner that the vehicle will be towed if it is not removed in a certain amount
of time. The initial way of conducting business was that the complainant…show more content… They are typically professional jobs in the service industry that require close coordination and collaboration. Interactions jobs make the customer feel safe and understood because speaking to other human beings make the customer feel like their voice is being heard. In the case with San Francisco City we can see that the city had a program in place which was failing due to the lack of interaction between the transactional system in place and the people who used it. CRM came into the picture in order to assist the city’s people with their problems and make the process a more interactive and pleasant experience.
CRM is particularly useful for the support of interaction jobs as opposed to “transaction jobs” due to the fact that it has to do with assisting firm’s relationships with their customers. CRM assists in enhancing customer satisfaction and revenue. In the video, CRM helped the organization cooperate proactively with one another to provide any service needed, improve service delivery and make getting government services easier and more transparent. Without the assistance of CRM used by the city of San Francisco, the citizens to this day would have been unable to properly communicate their concerns about the abandoned vehicles throughout the city.
3- How does this city-wide system help different agencies collaborate with one