City of Milan

GOALS AND NEEDS

In the process of digital transformation, the Municipality of Milan needed to adopt and implement a unique CRM capable of increasing listening channels and offering effective services to citizens.

One of the most significant challenges in this digitalization process was to create a hybrid and efficient interaction between internal management processes and online and offline listening channels.

Specifically, it was necessary to:

• Improve relationships between the internal areas of competence within the Municipality and provide more services through new digital channels, also using AI;
• Offer citizens a 24/7 connection with the entity, allowing them to request information from virtual counters;
• Evolve the Power Apps SGS used by more than 2000 Local Police officers for the management of routine road maintenance.

SOLUTION

The extensive experience of Altitudo and collaboration with Microsoft allowed the entity to take advantage of the unique CRM Microsoft Dynamics 365. Internal processes and services were implemented within it, integrating them with the channels dedicated to citizens, using Azure cloud as a facilitator for modernization.

Thanks to the introduction of Omnichannel Voice, the Municipality can increase the efficiency of the Contact Center service, improving the experience of citizens interacting with it via both voice and chatbot. Additionally, with Interactive Voice Response (IVR) technology, it is possible to reduce the operational costs of the service by optimizing procedures.

The use of Microsoft Dynamics 365 Marketing and Customer Insight allows all citizen data to be available on the CRM in a single narrative view. These data can be categorized for the construction of marketing campaigns, sending targeted messages, alerts, deadlines, and various notifications.

An evolution of the Mobile Power App of SGS was also developed, used by over 2000 Local Police officers to report field interventions, with the possibility of extending its use to new actors in the territory in the future.

The digitalization project undertaken over the years by the Municipality of Milan with Altitudo makes all services dedicated to citizens available on a single platform, significantly improving the Citizen Experience in a multichannel perspective with a particular focus on sustainability aspects. This allows the Municipality of Milan to improve its brand image and brand reputation, strengthening dialogue and collaboration with its citizens.