311 CRM Answered Hamilton, NJ’s Call for a More Scalable Solution

Located in the heart of the Garden State, you will find the bustling Township of Hamilton, New Jersey. Hamilton is home to the nationally acclaimed park Grounds for Sculpture and a growing community of more than 92,000 residents. If you have a green thumb or a love for flowers, their famous yearly Azalea festival takes place in May. As the population of Hamilton continued to grow like the gardens many in the community take pride in cultivating, Township staff became aware they needed new tools to meet the evolving needs of their residents and began the process of reviewing new partners and solutions. After looking at several vendors, CivicPlus answered the call with their SeeClickFix 311 CRM software.

An Adaptable Alternative

Jerez and Terri Jany, Hamilton’s Call Center Supervisor, answer resident requests all day.

“I think the overall goal of a call center is being able to have a central place for a resident to call rather than have to determine on their own,” notes Jany explaining the value of a central point of contact when multiple departments or staff assignees are involved, and different information needs to be collected and shared accordingly. Despite the numerous stakeholders for any given request, “The common goal is to provide the resident with accurate and timely information.”

“We are a vast municipality and have one of the only call centers in New Jersey. Our previous software was in need of modernization. Residents had to call in for all their permits and questions. Every workflow was either manual or took an extensive amount of time to complete online.” Jany shares, “We, like many local governments, are short on staff. Intaking, documenting, and communicating resident requests is manually intensive.”

Calling In SeeClickFix 311 CRM

Jerez and Jany are in the trenches every day, taking in questions about everything from how to get a marriage certificate to abandoned car reports. Our SeeClickFix 311 CRM software provided the community with a platform to submit maintenance requests and safety checks digitally. Since implementing the solution in 2022, the Township has resolved over 12,000 issues and counting within the community.