Case Study: City of Grand Rapids, Michigan achieves $1.2M savings and transforms 311 service with Adxstudio

City of Grand Rapids, Michigan - Customer Case Study

Adxstudio (now part of Microsoft) worked with the City of Grand Rapids to modernize a basic Microsoft Dynamics CRM setup that suffered from inconsistent responses, limited inquiry tracking and several small call centers backlogged with open requests—especially in the water department serving over 250,000 customers.

The city deployed the Adxstudio 311 accelerator and Adxstudio Portals on Dynamics CRM, adding mobile‑responsive self‑service forms and richer reporting and geospatial analytics. That shift streamlined more than 100 backend processes, cut water utility processing from six weeks to under two hours, reduced call center volume, generated $1.2 million in savings, and earned an industry award for customer service innovation.

City of Grand Rapids, Michigan

Becky Jo Glover

City of Grand Rapids, Michigan