Case Study: Major International City Government achieves improved data integrity and unified constituent service with SpiceCSM

nternational City Government Selects SpiceX for CRM, UUI, & BPM

Major International City Government engaged SpiceCSM to deliver an All‑In‑One CRM and unified desktop to manage and serve roughly 2 million constituents. The City’s contact center faced significant data integrity challenges—more than 5 million fragmented, duplicate or incomplete records—which impaired routing, analytics, and the ability of agents to provide consistent, timely service.

SpiceCSM implemented a customized solution combining data orchestration, case management, a workflow engine and a unified user interface (integrated with NICE inContact), deploying the platform within months. The implementation consolidated and cleansed the dataset from over 5 million entries to about 1 million complete, consistent records, automated repetitive tasks, streamlined agent interactions for hundreds of users, and materially improved service quality and analytics.