Montgomery County’s MC311 online and telephone information system has been named the silver winner in the category of Customer Analytics in the 2011 Gartner & 1to1 Media CRM Excellence Awards.
Customer analytics is a process whereby data is collected from the customer then used to help make key business decisions. The data is used first to understand demand for services, then provide improved services to constituents. Since Montgomery County’s 311 system was launched in June 2010, customer analytics have been useful in showing what services residents find most valuable. For example, Ride On bus trip planning and bulk trash pick-up has consistently remained at the top of the list. Having this information is crucial to helping Montgomery County best serve its residents.
Montgomery County is the first jurisdiction in the nation to launch its 311 telephone answering system simultaneously with its online 311 website and institute customer analytics at the same time.
“I am extremely proud that our new MC311 system is the first government agency to receive this prestigious award in the category of Customer Analytics,” said County Executive Isiah Leggett. “The valuable information that is provided through customer analytics will present us with an opportunity to fine-tune our operations and decision-making, ultimately helping us to serve the needs of our residents better and more efficiently.”
Gartner, Inc. is an information technology research and advisory company that delivers technology-related insight. Headquartered in Stamford, CT, Gartner targets CIOs and senior IT leaders in industries that include government agencies, high-tech and telecom enterprises, professional services firms, and technology investors. 1to1 Media is dedicated to providing resources that deliver current and relevant information on the latest thought leadership regarding customer strategy and marketplace trends.
For more information about the awards, and a complete listing of award winners, go to www.1to1media.com.