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ONS and 311 describe CRM upgrade to improve case tracking and constituent experience
Summary
Office of Neighborhood Services and 311 staff told the council they have procured a new case-management system (Creatio) to replace an outdated CRM, and said the upgrade should improve case profiles, transparency and resolution workflows; staff will prioritize interface and data features requested by councilors.
Boston — Office of Neighborhood Services officials told the City Council Committee on Ways and Means on May 27 that 311’s case-management system will be replaced with a modern CRM (Creatio) intended to improve how the city logs, tracks and resolves constituent service requests.
ONS Chief Brianna Mellor described the existing platform as "very, very outdated" and said the city recently…
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