SpatialCRM takes the focus of a traditional CRM away from contacts and instead makes geolocation the focal point, because everything happens somewhere.
In the case of Local Government Authorities (LGA), much of the broad range of services they provide relates to the address location, yet traditional CRM systems log activity and details against the named resident.
If we were to use the address as the key “relationship”, any number of data attributes can be attached thereto including:
- Number and names of people who live there
- Government benefits being paid (at that address)
- Motor Vehicle registrations
- Licences held
- Lot size and utilities
- Local government rates and charges
- Garbage collection days
- Road condition
- Mail and delivery access
- Disability access
- Nearest public transport and mode
- Bushfire risk
- Flood risk
- Crime incidents
- School catchment areas
And many, many more!
Keep in mind that all the above is primarily tied to the address, not specific people, even though the names of people registered at that address would be known.
LGAs can then frame their service delivery around this spatially enabled database of information, having each and every address readily accessible as the main point of reference.
That then provides a range of benefits including:
- The Call Centre can answer more calls without further referral and provide more accurate information;
- Reduction in the number of duplicate Service Requests;
- Reduction in the number of site visits;
- Flow-on benefits to other Departments through access to corporate spatial information;
- Use of common address geography to reduce errors and duplication;
- Captures data for spatial analysis and reporting. This will provide improved reporting and enable better decision making for policy initiatives, planning and ultimately support predictive monitoring to identify potential issues before they arise;
- New data sets are collected for skip permits, illegal dumping, abandoned vehicles, and other transitory features. These are maintained automatically via the SpatialCRM and are available across the organisation;
Spatial data has been brought together from numerous disparate applications in a common format for the first time.
All this is due to the “where” component now taking centre stage in SpatialCRM.