Case Study: Athens-Clarke County Unified Government improves service request tracking with Comcate CRM

Athens-Clarke County Unified Government cuts service-request email chaos across 10 commissioners with Comcate

The Athens-Clarke County Unified Government (ACCGov) faced a challenge in managing resident service requests, which were primarily handled through a disjointed and inefficient email system. This made tracking requests and their resolutions difficult for staff. To improve internal processes and standardize request management, ACCGov turned to the vendor Comcate and implemented its customer relationship management (CRM) solution.

Comcate's CRM provided a centralized platform that allowed ACCGov to consolidate service departments, better track requests, and significantly reduce internal email traffic. The solution's intuitive interface and self-service customization capabilities were key benefits. While still in a phased implementation focused on internal use, the Comcate system has already improved data accessibility and set the groundwork for future data-driven decision making, with plans to eventually automate public request routing for greater efficiency.

Athens-Clarke County Unified Government (ACCGov)