Jerusalem Municipal Services: A Case Study

The Client: Jerusalem Municipality

Jerusalem, an ancient city holy to three religions, is now a modern metropolis where hundreds of thousands of tourists mix with over 900,000 residents. A capital of Israel, Jerusalem is unlike any other place on earth. And managing it is a task unlike any other.

The Jerusalem Municipality gets service requests from more than a million people every year – residents, visitors and tourists alike. To address everyone’s needs, the municipality is required to provide a vast amount of services, ranging from those you can find in every city to specialized, tourist-oriented ones.

The Challenge: World Class Service, Everywhere and at Any Time

The Jerusalem municipal call center employs over 70 representatives, as well as expert civil servants. Their mission is to provide the best possible service to the city’s residents and visitors, as quickly as efficiently as possible. In today’s digital environment, this requires being everywhere, all the time.

The Solution: 360-degree view and omni-channel presence with SimpleChat

The unique SimpleChat platform, developed by Elad, is built on top of the industry-leading Dynamics CRM from Microsoft. The platform enables organizations big and small provide service at any time, and any place, using advanced omni-channel operability. Using SimpleChat, support representatives get a 360-degree view of customer requests, regardless of the platform they arrived from.

The omni-channel principles on which SimpleChat is based were designed to enable people to receive the best level of service through whichever communication medium they choose: website chat, Facebook Messenger, SMS, and soon WhatsApp. Regardless of the service the request was originated from, it arrives in Dynamics CRM.

An advanced chatbot makes information accessible in several languages: Hebrew, English, Arabic and French. Russian will be added soon. The bot makes it easy to receive information on various common topics: payments, appointment bookings, municipal service calls, cultural events and more.

Oversight Views, built into SimpleChat, make it possible to conduct real-time oversight over the level of service provided, pinpoint bottlenecks and optimize the service funnel – using advanced analytics and data-driven insights.