CUSTOMER SUCCESS STORY
How Calgary Centre Transformed Constituent Services with CivicTrack
Managing a busy constituency office comes with its challenges—high volumes of inquiries, tight deadlines, and the need to stay connected with the community. For the Office of Greg McLean, M.P., in Calgary Centre, finding the right tools to streamline their work was a game-changer. In this case study, discover how they improved efficiency, responsiveness, and engagement with constituents using CivicTrack.
About the Office
The Office of Greg McLean, M.P., is dedicated to providing top-notch support to constituents in Calgary Centre. Every month, they handle hundreds of requests, from help with government services to local community concerns. With so many different inquiries, they realized they needed a better system to stay organized and manage everything efficiently.
The Challenge
Before using CivicTrack, the office managed around 450 inquiries each month—making it difficult to stay organized and ensure every request was addressed. They needed a system to log communications, track requests, and prevent anything from slipping through the cracks.
Collaboration was another challenge, as the team worked from different locations. To improve efficiency and accountability, they needed a solution that would simplify processes and keep everyone on the same page.
How CivicTrack Helped
CivicTrack turned out to be the perfect solution. Over three years, it completely changed how the Office of Greg McLean handled incoming requests. With CivicTrack, the team could easily track and manage inquiries, making sure nothing was missed. Even during the busiest periods, they stayed on top of cases and responded quickly to those in need.
"One of the features we really value is the ability to track the types of requests we get, see their progress, and spot trends.", shared Patrick Cousineau, Chief of Staff for the office.
CivicTrack also improved team communication, regardless of where staff were located. Team members could collaborate seamlessly, ensuring a consistent and unified response to community concerns.
The platform’s ability to log phone calls and correspondence created a complete record of all interactions with constituents. A recent analysis showed that 52% of inquiries were resolved on the first contact, thanks to the improved organization.
"CivicTrack allows us to log phone calls and correspondence, providing a comprehensive view of our interactions. This holistic approach has deepened our understanding of constituent needs and how we can assist them."
Top Features and Benefits
Here are three standout features of CivicTrack that transformed how Calgary Centre serves their community:
Strengthen connections with your constituents
Calgary Centre has enhanced the way they serve their constituents—improving organization, response times, and overall efficiency in their busy office.
A government CRM can do the same for you. Greg McLean’s office is a great example of how the right system can help elected officials manage requests, stay organized, and build stronger connections with their community. Let’s explore how this can work for your office. Contact us to learn more.