Customer Service

Customer Relationship Management (CRM)

Residents who contact the City of Burlington may notice some changes in the way the City interacts with them.

The City of Burlington is installing a customer relationship management system (CRM) that will allow residents to engage with the city through the channel of their choice: phone, email, website, app, social media or in-person. Because of the size of this project, City departments will be joining CRM one at a time.

The Clerks Department, including the Mayor’s Office and Councillors’ Offices, are within the CRM program. The Transportation Department is next and is expected to go live by this fall.

Our #1 goal is, and always has been, to provide brilliant customer service.

As more departments go “online”, you will hopefully see more of the positive benefits of the CRM project such as:

• Fewer call transfers
• Faster call resolution
• Great customer service

Changes you will see

• Case number – All requests and inquiries will be given a case number. If you provided your email, or emailed the City, you will get an automatic reply which will give you a case number.
• If you follow-up to see what has been done about your request or inquiry, staff can view progress using your case number. If you’ve lost your tracking number, staff can also look up your case using a phone number or address.
• Anyone with a request or inquiry will be asked for contact information such as name, phone number, address and email. This information is voluntary but it certainly helps staff respond and follow-up in a faster and more efficient manner.
• When your request or inquiry is resolved and the case is closed, you will receive an email notification (if you provided an email) that the case has been resolved and closed.

If you have any questions about the Customer Service Management project, please call or email the City at City@burlington.ca or 905-335-7600.

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