PowerPoint Presentation

Council Item of Special 
Interest - GlendaleOne
April 13, 2021 Workshop

27,700
2

Key System Features 
3
Centralized 
Tracking
Route Groups
Escalations
Real-time 
Automated 
Responses
Customer 
Contact 
Preference 
Internal Notices
Knowledgebase

Enhancements Based on 
Feedback 
4
•Public Video Tutorial on How to 
Enter a Request 
•On Hold Feature 
•Timing - SMS/Text Messaging
•Notify Default - Activity and On 
Hold updates 
•System Customizations 
•Custom Reusable Comments

Operations 
5
System and Customer Service Training – 500+ 
employees
Monthly Team Meetings – 17 employees/12 
Departments 
City Administrative Policy and Best Practices
Employee SharePoint Resource
Performance Data

Performance Dashboard 
6

7

8

9

10

Future Enhancements 
11
•Ongoing Refresher Training 
•Ongoing Department Data Review
•Refresh our marketing campaign
•Develop and deploy a customer 
satisfaction survey  
•Neighboring City Assistance

12
Questions