City of Pasadena, CA Selects Lagan Cloud-based CRM Contact Center Solution to Improve and Streamline Service Delivery to Citizens

ROCKVILLE, Md., March 25 /PRNewswire/ -- Lagan, the global leader in government to citizen technology, today announced that the City of Pasadena, CA has selected and is in the process of deploying Lagan OnDemand, the Lagan Software as a Service (SaaS) cloud-based solution for government Customer Relationship Management (CRM).

"Like many cities around the country, we have a mandate to improve the speed and efficiency of responding to service requests while maintaining or lowering costs," said Jan Sanders, Director of Libraries and Information Services, City of Pasadena, CA.  "Lagan OnDemand will help us meet this mandate by allowing us to streamline call intake, empower our employees with the information they need to resolve citizen queries, engage the departments responsible for addressing the problems, and close the loop with citizens – at a price within our budget."

With Lagan OnDemand the city will be able to centralize contact intake so that citizens can access a central contact center for service requests or information. In addition, through the Lagan Knowledge base contact center agents will have the information they need to answer most questions directly increasing first call resolution rates. Pasadena will initially deploy the solution to three departments including the Public Information Office, the Department of Public Works, and Water and Power.

Lagan OnDemand allows governments to get up and running in about three weeks with zero capital investment and only an internet browser. The web-based software is available through a subscription licensing model and hosted on secured cloud servers, eliminating the need to purchase additional hardware and install any additional software on site. The solution is equipped with the ability to easily configure an unlimited number of service request process types.  Municipalities can track citizen service requests from creation to completion. A knowledge management tool helps municipality staff answer citizens' questions accurately, consistently and quickly. Pre-configured reports and dynamic visual dashboards support performance management.

"We are proud that the leaders of Pasadena have chosen to partner with Lagan to fulfill their vision for customer service excellence and address their business and operational requirements," said Des Speed, CEO of Lagan.  "Lagan OnDemand allows us to help municipalities increase efficiency and enhance service delivery quickly, inexpensively, and securely."

Lagan OnDemand is part of the suite of award-winning Lagan CRM solutions that power many of the most innovative and successful government organizations in North America including: San Francisco, Boston, Minneapolis, Vancouver and Hampton. Lagan CRM received the highest possible rating, "Strong Positive", in Gartner's MarketScope for Local Government CRM products in two consecutive reports -- 2007 and 2009.

About Lagan

Lagan Technologies is the global leader in G2C (government to citizen) technology.  Lagan software connects government and citizens worldwide. It enables governments and citizens to communicate online, on the phone and on the move. With approaching 200 public sector customers worldwide – from Toronto to East Timor and from Bolton to Boston – Lagan helps local governments serve the everyday interests of more than 40 million citizens.

Lagan Enterprise Case Management (ECM) has been designed to streamline the service delivery functions of government, enabling improved efficiency and more citizen-centric public services. Lagan ECM manages the interactions between citizens and government and provides full CRM support for a wide variety of government service delivery processes. Lagan ECM has proven utility for state and local governments and offers a range of flexible delivery methods: on-premise, on-demand and hosted.

For more information about Lagan, please visit http://www.lagan.com/ and contact us at [email protected].  Keep up with industry news on Twitter at http://twitter.com/lagan_business.

SOURCE Lagan