Customer Relationship Management System
Commission Presentation
7/9/19
Item No. 6c_supp
Meeting Date: July 9, 2019
Customer Relationship Management (CRM) Vision
Utilize a Shared, Port-wide Customer Relationship Management
System to:
• Maximize contacts across the Port in a single, comprehensive
database
• Two-way, managed communication with identified contacts
and public comments using a wide variety of methods
• Facilitate event management
• Case management with workflow and routing
• Marketing automation
2
Benefits
• Required to support Airport Customer
Service objectives
– Commission presentation 6/11/19
• Improve efficiency in Event Management,
Tracking and Reporting
• Build better relationships with our
customers, constituents, and partners
• Savings from the elimination of 3 other
systems ~$488K over 3 years
3
Vision Realization
• Procurement of an Industry Leading CRM System
• Initial Implementation for Aviation Customer Service, External
Relations, and Commission Office
• Expansion to other Port organizations in future authorized
projects
4
SeaTac App
Call/IVR
IOT/Satisfaction
Button
Smart
Sensor
Text
Chat
Twitter
Event Registration
E-mail
Incident App
