Industry Accelerator
Purely CRM’s Municipal Contact Centre Accelerator, built on Microsoft Dynamics 365 and the Power Platform, is designed to help local governments modernize service delivery and enhance citizen engagement. This ready-to-deploy solution empowers regions and cities to manage inquiries, service requests, and field operations across multiple channels with greater speed, transparency, and accountability.
Empower residents to submit applications, upload documents, and track request status online, reducing call volume and improving satisfaction.
Automatically assign cases to the right teams using custom rules, SLAs, and workflows to ensure fast and consistent service.
Easily manage service requests, complaints, and inquiries from phone, email, chat, or online forms in one centralized environment.
Includes a library of pre-configured case types (bylaw complaints, service requests, infrastructure issues) to support fast adoption and consistent case handling.
Monitor performance, workloads, and trends with built-in dashboards and Power BI reporting for smarter decision-making.
Connect with systems like Esri GIS and AMANDA licensing management to simplify location-based services and permit processing.
Our Municipal Contact Centre Accelerator, built on Microsoft Dynamics 365 and the Power Platform, is designed to enhance your team’s ability to efficiently manage citizen inquiries, service requests, and case resolution processes. By implementing a secure, self-serve portal and a suite of business applications, the solution streamlines intake, communication, document handling, and case tracking helping your local government deliver faster, more transparent, and more consistent public service.
At the core of the Municipal Contact Centre Accelerator is Microsoft Dynamics 365 Customer Service, enhanced by our Purely CRM team to meet the specific needs of local governments. We extend and configure out-of-the-box functionality to enable smarter case routing, detailed contact management, and automated communication. Our setup ensures faster response times, improved accountability, and consistent service delivery.
Extending Dynamics 365’s omnichannel capabilities to support seamless voice, email, SMS, and chatbot interactions all within a single interface. Purely CRM customizes the out-of-the-box features to configure intelligent routing, queue management, and contact connection flows that align with municipal service needs. Our enhancements ensure faster response times, reduced agent workload, and more personalized citizen engagement across every communication channel.
The Power Platform provides secure and user-friendly portal that empowers citizens to engage with municipal services online anytime, from any device. Purely CRM enhances the standard Power Pages experience with Azure B2C authentication, personalized account features, and seamless integration with Microsoft Bookings. Citizens can submit complaints, request information, manage appointments, and track follow-ups without needing to contact support directly.
The Municipal Contact Centre Accelerator includes a robust Knowledge Base to support both staff and citizens with easy access to accurate, searchable information. Purely CRM customizes the out-of-the-box Dynamics 365 functionality by categorizing content, enabling Copilot AI-powered search, and integrating articles directly into case workflows and the citizen portal. This ensures faster issue resolution, promotes self-service, and reduces the burden on municipal support teams.
Have questions?
Reach out to our representative
Steve Ewing, Vice President
