Richmond-Based Firm Transforms State Agency's Customer Service Center

/EINPresswire.com/ -- RICHMOND, VA -- (Marketwired) -- 05/18/16 -- SingleStone, a Richmond-based consulting firm that specializes in improving customer experiences for its clients, has successfully completed a multi-year project to deliver improved tools for enhanced customer relationship management at the Virginia Department of Transportation.

VDOT's Customer Service Center (CSC) is an in-bound customer engagement center for citizens throughout Virginia to report hazardous road conditions, submit work requests for state-maintained roads (such as filling potholes or removing road debris) and request information on road conditions and construction projects, among other services.

VDOT recognized an opportunity to improve operations and technology in order to share information and respond to customer requests for service more effectively. As part of the project, SingleStone helped VDOT expand and enhance its service capabilities by integrating multi-channel options, including voice, web, text and mobile self-service, and implementing enriched caller-recognition and customer relationship management features based on the Avaya Elite Multichannel and Microsoft Dynamics CRM platforms. SingleStone's team of partners included WorldView Solutions and Carousel Industries.

The CSC project was nominated for the Virginia Governor's Technology Awards, a prestigious award that recognizes the success of public sector information technology (IT) projects that improve government service delivery and efficiency.

"We worked closely with the VDOT business and IT teams over the past 2 years, and are proud to have successfully completed and launched this solution on time and on budget," said Anthony Wenzel, a SingleStone principal who leads the VDOT relationship. "The multi-channel communication and geospatial technology capabilities are new to VDOT, and we are excited that this solution is already delivering improved customer experiences for VDOT's customers, the citizens of Virginia."

About SingleStone

Founded in 1997, SingleStone is a Richmond, Va.-based consulting firm that specializes in customer experience solutions, spanning technology, strategy, business processes and culture. We help our clients improve their interactions and communications with customers by combining these disciplines to create, implement and support end-to-end customer experiences that benefit both business and humanity. SingleStone's solutions drive improved customer attraction and retention, top and bottom-line business growth, and happy and satisfied customers. For more information, visit www.singlestoneconsulting.com

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