Case Study: Burlington County
Burlington County is the largest county in New Jersey covering 827 square miles. It consists of 40 municipalities, three cities and 31 townships.
In addition, requests for support from emergency service personnel only — EMS, fire, police — can be added to the CRM system automatically from a website submission, email message or answered call. An acknowledgement is automatically generated and sent to the caller.
CRM Workflows are initiated when a request is identified as critical or high priority. High priority cases are given three hours to close; otherwise, the system alerts the rest of the division to ensure the case is addressed promptly. For critical cases, on the other hand, the system immediately alerts the supervisor. After one hour, if the case is still open, it alerts the rest of the division’s team.
Supervisors can check on the status of any division’s tickets through the Views or Reports. Automatic alerts are also implemented for notification of any outstanding tickets.
They said it
— Dorea Boyle, County of Burlington, N.J.
- Banking/Financial Institutions
- Consumer Products
- Financial Services
- Food and Beverage
- Government Contracting
- Government Entities
- Health Care
- Life Sciences
- Manufacturing and Distribution
- Private Clubs
- Private Equity
- Real Estate
- Specialized Industries