Product Experience
Every role. One platform.
From front-counter staff handling resident requests to the CAO reviewing council-ready reports — every role has a purpose-built journey. Explore how Civic CRM works for your team.
Watch the 3-Minute Demo
See Civic CRM handle a complete resident service request — from intake through resolution and council reporting.
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Explore the Interface
Click through the actual Civic CRM interface. Navigate between the dashboard, resident profiles, service requests, and reports to see how everything connects.
47
Open Requests
-12% vs last month1.2h
Avg Response Time
-18% vs last month23
Resolved Today
+8% vs last month94%
Satisfaction
+3% vs last monthRecent Activity
Property tax inquiry resolved
Finance · 2 min ago
Building permit application submitted
Planning · 8 min ago
Water service request escalated
Public Works · 15 min ago
Recreation program enrollment
Parks & Rec · 22 min ago
Noise complaint logged
Bylaw · 31 min ago
Role-Based Journeys
One Platform, Every Perspective
Select a role to explore their complete journey through Civic CRM — from day-one onboarding to daily workflows and strategic outcomes.
Front-Line Staff
From First Contact to Resolution
Follow the complete lifecycle of a resident interaction — six connected steps, zero dropped context, full audit compliance.
Contact
Resident reaches out
Any channel — phone, portal, walk-in, email — captured and timestamped automatically with source tracking.
The platform captures incoming interactions from all municipal channels in real-time. Each contact is logged with a precise timestamp, channel source, and geographic metadata — creating an unbroken chain of evidence from the very first moment a resident engages.
Identify
Record matched
Smart lookup finds the resident's unified profile within seconds, surfacing full interaction history across departments.
Fuzzy matching algorithms cross-reference name, address, phone, and email against the unified resident database. Within seconds, staff see the complete 360° profile — every prior case, tax account, permit, utility record, and interaction note — eliminating the 'start from scratch' problem.
Create
Case generated
Case auto-created with SLA assignment, priority level, department routing, and compliance flags set by workflow rules.
A structured case record is instantiated with pre-configured SLA timelines, priority classification, and department assignment — all driven by workflow rules. MFIPPA and AODA compliance flags are automatically applied based on case type, ensuring regulatory requirements are met from creation.
Route
Intelligent dispatch
Rule-based engine sends the case to the correct department, team, and available staff member — no manual triage.
The routing engine evaluates case category, geographic zone, staff availability, and current workload to assign the optimal handler. Complex cases can trigger multi-department workflows with parallel tracks, approval gates, and automatic escalation if SLA thresholds approach.
Resolve
Full-context action
Staff works with complete resident history, related open cases, knowledge base articles, and collaboration tools.
Assigned staff see the full case context — resident history, related open cases, knowledge base suggestions, and internal collaboration threads — in a single workspace. Every action, note, and status change is logged with agent ID and timestamp for complete audit compliance.
Measure
Closed & analyzed
Resolution logged, satisfaction survey triggered, SLA metrics updated, and department dashboards refreshed in real-time.
Case closure triggers a cascade: resolution outcome is recorded, an optional satisfaction survey is sent to the resident, SLA metrics are recalculated, and all departmental dashboards refresh in real-time. The data feeds trend analysis, enabling proactive service improvements before issues reach council.
Service Journey
0 / 6
Step 01
Contact
Resident reaches out
Any channel — phone, portal, walk-in, email — captured and timestamped automatically with source tracking.
The platform captures incoming interactions from all municipal channels in real-time. Each contact is logged with a precise timestamp, channel source, and geographic metadata — creating an unbroken chain of evidence from the very first moment a resident engages.
Step 02
Identify
Record matched
Smart lookup finds the resident's unified profile within seconds, surfacing full interaction history across departments.
Fuzzy matching algorithms cross-reference name, address, phone, and email against the unified resident database. Within seconds, staff see the complete 360° profile — every prior case, tax account, permit, utility record, and interaction note — eliminating the 'start from scratch' problem.
Step 03
Create
Case generated
Case auto-created with SLA assignment, priority level, department routing, and compliance flags set by workflow rules.
A structured case record is instantiated with pre-configured SLA timelines, priority classification, and department assignment — all driven by workflow rules. MFIPPA and AODA compliance flags are automatically applied based on case type, ensuring regulatory requirements are met from creation.
Step 04
Route
Intelligent dispatch
Rule-based engine sends the case to the correct department, team, and available staff member — no manual triage.
The routing engine evaluates case category, geographic zone, staff availability, and current workload to assign the optimal handler. Complex cases can trigger multi-department workflows with parallel tracks, approval gates, and automatic escalation if SLA thresholds approach.
Step 05
Resolve
Full-context action
Staff works with complete resident history, related open cases, knowledge base articles, and collaboration tools.
Assigned staff see the full case context — resident history, related open cases, knowledge base suggestions, and internal collaboration threads — in a single workspace. Every action, note, and status change is logged with agent ID and timestamp for complete audit compliance.
Step 06
Measure
Closed & analyzed
Resolution logged, satisfaction survey triggered, SLA metrics updated, and department dashboards refreshed in real-time.
Case closure triggers a cascade: resolution outcome is recorded, an optional satisfaction survey is sent to the resident, SLA metrics are recalculated, and all departmental dashboards refresh in real-time. The data feeds trend analysis, enabling proactive service improvements before issues reach council.
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See Civic CRM in your environment
Schedule a personalized walkthrough with our municipal solutions team. We’ll configure a demo environment to match your municipality’s structure.