The City of Athens, European Capital of Innovation for 2018, wanted to make their CRM more efficient, engaging and cost-effective, while increasing citizen satisfaction. They needed an agile, cloud-based solution accessible online 24/7, which would integrate seamlessly into organisational workflows, and eliminate unnecessary infrastructure and maintenance costs.

At the same time, the Municipality needed to take pressure off their call centre, which received approximately 250 calls per day, by introducing new digital communication channels that would enable citizens to reach them instantly, reducing costs, boosting citizen engagement over time and promoting transparency.

Read the case study to find out how Novoville helped the City of Athens to:

  • Become more efficient and citizen-centric
  • Reduce call centre volume
  • Improve communication with citizens
  • Reduce costs and man-hours