Case Study: City of Santa Rosa reduces call wait times by 90% with Brightmetrics

City of Santa Rosa reduces call wait times by 90% with Brightmetrics

The City of Santa Rosa, a municipal government serving over 170,000 residents, faced a critical challenge when a devastating wildfire in 2017 overwhelmed its emergency hotline. With call wait times soaring to over 10 minutes and abandonment rates reaching 50%, the city needed to rapidly scale its call center operations to provide vital information to citizens. The city's IT team utilized Brightmetrics' analytics and reporting service to gain the real-time insights necessary to manage the crisis.

Brightmetrics provided the solution by enabling the city's Emergency Operations Center to automatically generate hourly and daily reports on key metrics like inbound call volume and abandonment rates. This allowed for real-time staffing adjustments, ensuring optimal resource allocation. As a result, within just 24 hours, wait times dropped by 90% to under a minute and call abandonment rates fell from 50% to less than 1%. The city continued to use Brightmetrics after the crisis for ongoing cost reduction and efficiency improvements.

City of Santa Rosa