Case Study: Glendale Heights, IL achieves better citizen communication tracking with Comcate CRM

Glendale Heights, IL Adopts CRM Software to Track Citizen Communications

Glendale Heights, IL, a village in the Chicago metro area, needed a better way to track resident concerns, complaints, and general communications across multiple channels. Prior to working with Comcate, staff relied on pen-and-paper processes and piecemeal internal systems, making it difficult to keep everyone aligned and provide timely updates to residents and elected officials.

Comcate implemented its CRM/311 software to centralize all citizen interactions into a single record, with staff logging requests from social media, the website, phone calls, and front-counter visits. The solution was rolled out smoothly with in-person training, and Glendale Heights reported that it improved accountability, transparency, and communication; residents quickly adopted the new “Report a Concern” tool, and the Village said the system has been well received and seamless across mobile and desktop.

Glendale Heights, IL

David Genty

Public Affairs Coordinator