There’s no way around it: implementing a CRM is a big deal. More so than any other piece of local government software, everything about a customer relationship management solution is bigger, from its price tag to its potential to impact the day-to-day operations of staff and the ability of citizens to interact with their local government.

When the stakes are higher, there is understandably some reserve about making the decision to implement – and when there’s some reservations, it’s easy to talk yourself out of an asset that could be a major game changer for your municipality. If you’re on the fence about implementing a new CRM, you may be falling back on some common myths to help talk you out of the decision. Here’s a look at common misconceptions about local government CRM platforms – and why some of those concerns might be holding you back.

Myth: Our citizens might not want to use a software platform to make service requests. What if we implement it and no one uses it?

While it's true that some citizens will always prefer to make service requests through traditional channels, most will appreciate the convenience and accessibility of a digital platform. Today’s citizens expect a certain level of digital service when it comes to interacting with their local government. A 2022 study found that more than half of respondents reported that they find it frustrating to access public services – and that most of them prefer to do so by digital means.

When the village of Glendale Heights, IL implemented Comcate’s CRM/311 platform, they found that most of their citizens began using the platform without any prompting from government staff. “In today’s world we have so many people who are technologically driven that as soon as they land on our website and see the sidebar on there with the Report a Concern tool, they know immediately what to do,” said David Genty, Public Affairs Coordinator for the Village.

Myth: We don’t need a new CRM. We already have a system in place for managing service requests.

Unless you very recently implemented your municipality’s service request management system, it's worth taking a hard look to evaluate whether your current system is truly meeting your needs and providing the best possible service to citizens. The right software can help you automate processes, streamline workflows, and improve communication between departments, leading to a more efficient and effective service request management system. Does your current system check all those boxes?

To start evaluating the effectiveness of your current platform, ask questions like:

• Do the city’s employees actually use the system, or are they still relying on old methods?

• Do the employees have to use a series of workarounds to maximize our CRM’s usefulness, or does the system function as it should?

• Do department leaders have visibility on the lifecycle of service requests, including time to completion as well as any stalled requests?
  

Myth: We don’t have the budget for a new CRM platform.

Budget is always top-of-mind for local government leaders. As government budgets are directly funded by taxpayer dollars, you need to ensure your agency is being a good steward of those funds and using them appropriately. To that end, budget is always a major consideration for any agency considering a CRM. Because CRM platforms touch multiple departments and are used agency-wide / are used agency-wide and are used by multiple departments, they tend to have a higher price tag than department-specific software solutions – and when the price tag is higher, the decision becomes harder to make.

While it’s true that implementing software requires an investment in the short-term, it’s important to consider the long-term benefits. By streamlining the service request process, you can improve citizen satisfaction, increase efficiency, and incur savings in the long run by reaching citizens through cost-effective channels. In short, a CRM platform will help your agency serve residents better and make more meaningful connections with citizens. And what better use of taxpayer dollars is there than investing in something that helps you better serve your taxpayers?

While some CRMs on the market come with a hefty price tag, the right option doesn’t have to break the bank. At Comcate, we understand that no two agencies are the same. That’s why we offer flexible pricing for our CRM/311 software, so your municipality can only pay for what it needs.

Myth: New CRM platforms are hard to learn. If we implement a new system, my staff is going to drag their feet on learning it.

For staff, adopting a new software system means not only learning the ins and outs of a new program, but retooling daily operations to integrate the new solution into the department’s current procedures. It’s understandable that your staff may be hesitant about anything they perceive will disrupt their current workflow – which leads managers to worry that staff may end up not using the new tool they’ve invested in.

While adopting a new system does require a certain amount of learning, if you choose the right platform, the learning curve will be extremely small. At Comcate, we designed our CRM for local government agencies to be as user-friendly as possible. Our software features an intuitive interface, making it easy for your staff to find what they need and use the software without referencing any fancy guides.

In addition to user-friendly designs, most companies offer training and support resources to help your staff get up to speed quickly. At Comcate, we offer time-efficient role-based training, so your staff will never need to sit through long trainings full of information that doesn’t pertain to them.

In the long run, the time and effort invested in implementing and managing the software can result in significant time savings – as well as a reduction in human error.

Myth: Utilizing a CRM will open our municipality up to data privacy and cybersecurity issues.

Adopting a new software solution can seem scary from a privacy and cybersecurity standpoint, especially if your municipality is implementing software for the very first time – but with the right choice in software provider, security doesn’t have to be a problem at all.

Look for solutions that offer robust security features, such as encryption and two-factor authentication, and that comply with relevant data privacy regulations. Additionally, you can work with the software provider to establish data security protocols that meet your specific needs.

At Comcate, we host our CRM platform in the AWS GovCloud. With secure facilities, a robust network, power redundancies and around-the-clock monitoring, you can rest easy knowing your citizens’ data is safe.

Comcate: A CRM Solution for Your Municipality

Implementing a new CRM is a big decision. We get it. If you are on the fence about whether a CRM could be beneficial for your municipality, you likely have a lot of questions and concerns.

That’s what we are here for.

If you are interested in exploring the possibility of a CRM for your municipality but don’t know if it’s the right move at the right time, Comcate is here to answer your questions, address your concerns, and help guide you through the decision-making process to discover an outcome that works for your agency. Whether you are ready to get the ball rolling ASAP or just want to have an exploratory conversation, fill out the form below to schedule a meeting with one our consultants today!

Schedule a Meeting with Comcate Today!

Learn how Comcate can help make government delivery simple, and offer a modern digital experience to help you increase transparency, efficiency, and performance across your departments. If you have any questions about implementing our software, please fill out the form below or call us directly at (415) 632-1248.

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