Cranbrook, BC Improves Customer Service and Generates Public Works Efficiency With Rock Solid
Cranbrook, BC Improves Customer Service and Generates Public Works Efficiency With Rock Solid
4 PagesCASE STUDY: Cranbrook, BC Cranbrook, BC Improves Customer Service and Generates Public Works Efficiency With Rock Solid With a goal of improving citizen customer service, Cranbrook worked with Rock Solid to add mobile to 311. Cranbrook’s app has not only improved engagement and customer service, but has added efficiency to internal processes and sped up service request resolution times. CHALLENGES The city of Cranbrook was looking for a way to better communicate with its citizens as part of a 311 call center initiative. The only way citizens could submit service requests was by calling a standard, non-311 number. Call takers would then add requests manually. This process often led to confusion between city departments and long hours spent on the phone transferring in
