San Francisco. Retrieved from, http://unionstreetinn.com/visitsanfrancisco.html. 

The City of San Francisco employees of the Abandoned Vehicle Detail have the task of collecting various abandoned vehicles in the city.  The complaint generated system in place that exists to report the removal of vehicles that were abandoned for over 72 hours.  The problem with the system in place was that the system was archaic and customers had problems with the voice prompt system that was in place often having to leave repeated voicemails and having issues getting to the right point of contact.  The The Department of Telecommunications and Information Services (DTIS) CRM team was able to streamline the process by centralizing incoming calls to a single point of contact.  Callers now have a live operator, therefore, adding value to other services the city provides.  The improvement has also improved customer service.

DTIS designed San Francisco's Back Office software according to the needs of the city which makes it very user friendly.  Once the software is compatible with the CRM process, it can be used by all the operators.  It is especially useful because the new process involves "interaction" workers.  These workers "require close coordination, and collaboration" (Laudon & Laudon, 2012). The reason a CRM process is useful to "interaction" workers is the operators must work closely not only with the other operators but also many additional city departments.

Reference

Laudon, K. C., & Laudon, J. P. (2012). Management Information Systems: Managing the Digital Firm. Upper Saddle River, NJ: Pearson Education, Inc.