6c Customer Relationship Management software system Presentation
Item No. 6c_supp Meeting Date: July 9, 2019 Customer Relationship Management System Commission Presentation 7/9/19 Customer Relationship Management (CRM) Vision Utilize a Shared, Port-wide Customer Relationship Management System to: Maximize contacts across the Port in a single, comprehensive database Two-way, managed communication with identified contacts and public comments using a wide variety of methods Facilitate event management Case management with workflow and routing Marketing automation 2 Benefits Required to support Airport Customer Service objectives Commission presentation 6/11/19 Improve efficiency in Event Management, Tracking and Reporting Build better relationships with our customers, constituents, and partners Savings from the elimination of 3 other systems ~$488K over 3 years 3 Vision Realization Procurement of an Industry Leading CRM System Initial Implementation for Aviation Customer Service, External Relations, and Commission Office Expansion to other Port organizations in future authorized projects SeaTac App Call/IVR IOT/Satisfaction Smart Text Chat Twitter Incident App Button Event Registration E-mail Sensor 4
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