QAlert™ CRM Features
 Administration Features
- Automatic GEO coding of service requests
- Dynamic GIS integration
- GIS export capabilities
- QScend product suite integration
- Street database integration
- User password management and recovery
- Work order and asset management integration
- Integration with third-party reporting tools
 Website Integration
- Attachment Options
- Customizable Web form
- Customizable confirmation page
- Customizable introduction page
- Email verification on submissions
- Site search engine by category or tag
 Knowledge Base
- Citizen self-service center option
- Article delivery via email
- Public and private articles
- Quick article access for call takers
- Article authoring permissions
- FAQ for website visitors
- Article/Type matching for call takers
- Optional knowledge base review before submitting service request
- Popular article designation
- Recent article updates
 Notifications
- Auto-call telephone messaging
- Automatic receipts on creation and closing
- Email submitter option
- Postal mail preference indicator
- Telephone call preference indicator
- Staff updates via email from other users and citizens
 Routing
- Individuals or groups
- Customizable routing/resolution timeframes
- Delayed routing
- Escalation routing to supervisors, department heads, administration
- Inheriting from main to sub-types
- Internal user re-routing option
 Call Center Features
- Auto-population of citizen data
- Easy access to knowledge base articles
- Knowledge base article distribution
- On-the-fly matching of related requests
- On-the-fly mapping of service request data
- Systematic searching
 Citizen Interface
- Integration with your current website
- 24/7 self-service FAQ
- Knowledge base article printing
- Customizable Web form
- Citizen Login option
- Commenting on service requests
 Responding
- Customized My Service Requests by use
- On-the-fly mapping of service request data
- Re-opening options for closed requests
- Search option to locate service requests
- Unlimited activity entry per request
- Unlimited file attachments to service requests
- Viewing service request by status
 Reporting
- Audit reports by user and activity
- Customizable report and chart building
- Downloadable reports in a variety of formats
- Email report delivery in a variety of formats
- Integrated district/street reporting
- Sharing via email or control panel
- Scheduling delivery via email in a variety of formats
- System reports by type, street, user, timeframe, and more
- Sharing of XML report files with other users
- User-specific dashboards
 Service Request Types
- Customizable type listing
- Call taker scripts
- Submitter comment prompts
- Public and private types
- Unlimited parent (main) types
- Unlimited child (sub) types
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Benefits of QAlert
To Your Government
- Serve more citizens without increasing staff
- Affords staff the opportunity to focus on other tasks
- Minimizes the escalation of issues, allowing department heads and administration to focus on other tasks
- Eliminates redundant processes
- Assures issues are being addressed
- Reduces phone call and email inquiries
- Reduces operational costs per citizen interaction
- Provides shared knowledge for common answer delivery
- Provides data and customizable reporting for performance measurement/CitiStat programs
- Allows for better budgeting, resource allocation, and work scheduling
To Your Citizens
- 24/7 self service
- Access to more information
- Improves ability to communicate about specific issues
- Builds levels of trust
- Provides a means to search for the answers needed
- Increased community awareness through popular questions
- Opportunity for quick issue resolution
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