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.
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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 month2.3d
Avg Resolution
-45% vs last month23
Resolved Today
+8% vs last month76%
First-Contact
+24pp vs last monthRecent Activity
Property tax inquiry resolved
Finance · 2 min ago
AI chatbot escalated water billing question
Utilities · 5 min ago
Building permit application submitted via portal
Planning · 8 min ago
Water service request escalated (L2 → manager)
Public Works · 15 min ago
Proactive tax reminder campaign sent (Ward 3)
Finance · 22 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 — from multi-channel intake through the case lifecycle state machine to resolution and NPS survey. Zero dropped context, full audit compliance, AI-suggested knowledge base articles at every step.
Contact
Resident reaches out
Any channel — phone, self-service portal, walk-in, email, AI chatbot — captured and timestamped automatically with source tracking and geographic metadata.
The Unified Inbox (spec 3.1) captures incoming interactions from all municipal channels in real-time. Phone calls auto-link via caller ID, emails match by address, portal submissions map by form structure, and the AI chatbot (spec 9.1) handles routine inquiries with seamless escalation to a live agent — preserving the full conversation transcript. Each contact is logged with precise timestamp, channel source, and intent classification.
Identify
Record matched
Fuzzy matching on name + date of birth, email, phone, and address + last name finds the resident's unified profile within seconds — surfacing full interaction history, household members, and AODA accommodation needs.
The Duplicate Detection & Merge engine (spec 1.4) cross-references across the Resident Profile Registry using configurable fuzzy matching algorithms. Within seconds, staff see the complete 360° profile from the Interaction Timeline (spec 1.5) — every prior case, tax account, permit, utility record, household member (spec 1.6), and communication preference (spec 1.7). MFIPPA collection authority (s.28(2)) is displayed alongside data access logging.
Create
Case generated
Case auto-created via the Case Type Builder (JSON Schema forms) with SLA targets, priority classification, department routing, and MFIPPA/AODA compliance flags — all set by configurable workflow rules.
The Case Type Builder (spec 2.1) instantiates a structured case record with auto-generated case number (CRM-YYYY-NNNNN), entering the Case Lifecycle State Machine (spec 2.2) at 'draft → open'. SLA timelines are calculated using the Business Calendar (spec 2.5) with Ontario statutory holidays pre-seeded. AI-suggested knowledge base articles (spec 9.4) surface automatically based on case type and description.
Route
Intelligent dispatch
The Automated Routing Engine evaluates case type, ward, description keywords, and staff workload — with Predictive Case Routing (ML model) beating rule-based accuracy by 30%+ for ambiguous multi-department cases.
The routing engine (spec 2.4) evaluates configurable rules in priority order — matching on case type, source, resident ward, postal code, description keywords, and custom fields. Assignment strategies include round-robin, least-loaded, and skill-based matching (spec 4.4). For ambiguous cases, the Predictive Routing model (spec 9.2) provides explainable recommendations: '87% confidence: keywords water meter + Ward 5 historically resolved by Utilities Dept within 1.2 days.' Every routing decision is logged with the rule or model that triggered it.
Resolve
Full-context action
Staff works with complete resident history, related open cases (parent-child and linked), AI-suggested knowledge base articles, real-time sentiment analysis, and internal @mention collaboration tools.
Assigned staff see the full case context — resident history across the Interaction Timeline (spec 1.5), related and parent-child cases (spec 2.8), knowledge base suggestions (spec 9.4), and real-time sentiment scoring (spec 9.3) on inbound messages. Case notes support rich text with @mentions that notify colleagues (spec 2.9). Guard conditions on the state machine (spec 2.2) enforce resolution notes before transitioning from in_progress → resolved. Every action is logged with agent ID, timestamp, and IP for immutable audit compliance (spec 6.4).
Measure
Closed & analyzed
Resolution logged, NPS survey triggered via resident's preferred channel, SLA metrics recalculated, sentiment trends updated, and all dashboards (agent, department, executive, council) refreshed in real-time.
Case closure triggers a cascade: resolution outcome is recorded, the NPS & Satisfaction system (spec 9.7) sends a short post-interaction survey (3–5 questions) via the resident's preferred channel. SLA metrics are recalculated against business-hours targets. Sentiment trend dashboards (spec 9.3) update with the case's interaction scores. All four dashboard tiers — agent, department, executive, council (spec 5.1) — refresh in real-time. The data feeds Predictive Demand analysis (spec 11.1) for proactive service improvements.
Service Journey
0 / 6
Step 01
Contact
Resident reaches out
Any channel — phone, self-service portal, walk-in, email, AI chatbot — captured and timestamped automatically with source tracking and geographic metadata.
The Unified Inbox (spec 3.1) captures incoming interactions from all municipal channels in real-time. Phone calls auto-link via caller ID, emails match by address, portal submissions map by form structure, and the AI chatbot (spec 9.1) handles routine inquiries with seamless escalation to a live agent — preserving the full conversation transcript. Each contact is logged with precise timestamp, channel source, and intent classification.
Step 02
Identify
Record matched
Fuzzy matching on name + date of birth, email, phone, and address + last name finds the resident's unified profile within seconds — surfacing full interaction history, household members, and AODA accommodation needs.
The Duplicate Detection & Merge engine (spec 1.4) cross-references across the Resident Profile Registry using configurable fuzzy matching algorithms. Within seconds, staff see the complete 360° profile from the Interaction Timeline (spec 1.5) — every prior case, tax account, permit, utility record, household member (spec 1.6), and communication preference (spec 1.7). MFIPPA collection authority (s.28(2)) is displayed alongside data access logging.
Step 03
Create
Case generated
Case auto-created via the Case Type Builder (JSON Schema forms) with SLA targets, priority classification, department routing, and MFIPPA/AODA compliance flags — all set by configurable workflow rules.
The Case Type Builder (spec 2.1) instantiates a structured case record with auto-generated case number (CRM-YYYY-NNNNN), entering the Case Lifecycle State Machine (spec 2.2) at 'draft → open'. SLA timelines are calculated using the Business Calendar (spec 2.5) with Ontario statutory holidays pre-seeded. AI-suggested knowledge base articles (spec 9.4) surface automatically based on case type and description.
Step 04
Route
Intelligent dispatch
The Automated Routing Engine evaluates case type, ward, description keywords, and staff workload — with Predictive Case Routing (ML model) beating rule-based accuracy by 30%+ for ambiguous multi-department cases.
The routing engine (spec 2.4) evaluates configurable rules in priority order — matching on case type, source, resident ward, postal code, description keywords, and custom fields. Assignment strategies include round-robin, least-loaded, and skill-based matching (spec 4.4). For ambiguous cases, the Predictive Routing model (spec 9.2) provides explainable recommendations: '87% confidence: keywords water meter + Ward 5 historically resolved by Utilities Dept within 1.2 days.' Every routing decision is logged with the rule or model that triggered it.
Step 05
Resolve
Full-context action
Staff works with complete resident history, related open cases (parent-child and linked), AI-suggested knowledge base articles, real-time sentiment analysis, and internal @mention collaboration tools.
Assigned staff see the full case context — resident history across the Interaction Timeline (spec 1.5), related and parent-child cases (spec 2.8), knowledge base suggestions (spec 9.4), and real-time sentiment scoring (spec 9.3) on inbound messages. Case notes support rich text with @mentions that notify colleagues (spec 2.9). Guard conditions on the state machine (spec 2.2) enforce resolution notes before transitioning from in_progress → resolved. Every action is logged with agent ID, timestamp, and IP for immutable audit compliance (spec 6.4).
Step 06
Measure
Closed & analyzed
Resolution logged, NPS survey triggered via resident's preferred channel, SLA metrics recalculated, sentiment trends updated, and all dashboards (agent, department, executive, council) refreshed in real-time.
Case closure triggers a cascade: resolution outcome is recorded, the NPS & Satisfaction system (spec 9.7) sends a short post-interaction survey (3–5 questions) via the resident's preferred channel. SLA metrics are recalculated against business-hours targets. Sentiment trend dashboards (spec 9.3) update with the case's interaction scores. All four dashboard tiers — agent, department, executive, council (spec 5.1) — refresh in real-time. The data feeds Predictive Demand analysis (spec 11.1) for proactive service improvements.
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