1. CITY OF BUFFALO.
- Author
-
PRATT, MARY K.
- Subjects
- *
CUSTOMER relationship management , *COMPUTER industry , *INFORMATION technology , *INFORMATION technology industry - Abstract
The article features 2015 Data+ Editors' Choice Award recipient, the city of Buffalo, New York, and its use of a customer relationship management (CRM) system in categorizing and mapping calls from concerned citizens. It mentions the challenge for the municipality to consolidate data gathered from calls from concerned citizens, its response to the problem by deploying a CRM system from provider KANA and how the system allows officers to track problems aside from call categorization and mapping.
- Published
- 2015