Case Study: City of Cranbrook achieves improved customer service and internal efficiencies with Granicus

How Cranbrook, BC Improved Customer Service and Added Internal Efficiencies with a Government CRM

The City of Cranbrook, BC sought to improve resident customer service and better connect citizens to its 311 call center. Its manual, phone-based 311 process was time-consuming, caused confusion between departments, and burdened staff while handling roughly 2,000 service requests per year.

Cranbrook partnered with Granicus to deploy a govService OneView SRM and a branded "Cranbrook 311" mobile app that brings two-way service requests into existing workflows. The solution improved resident engagement and internal efficiencies—cutting resolution time by 36%, returning 3+ hours a day to managers, with about 20% of requests now coming from mobile—while enabling better prioritization and ongoing updates to residents.

City of Cranbrook

Tony Hetu

Deputy Director of Public Works