Item No. 6c_supp
Meeting Date: July 9, 2019

Customer Relationship Management System
Commission Presentation
7/9/19

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 
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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 
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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

SeaTac App

Call/IVR IOT/Satisfaction Smart
Button
Sensor

Text

Chat

Twitter

Incident App Event Registration

E-mail

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