Rutland County Council

For Rutland's residents, it just works: FixMyStreet Pro gives them a stress-free way to report issues in their community. But for the council, there's an added benefit –thanks to full CRM integration, staff can work within the Salesforce interfaces they're already used to. Onboarding time? Almost nil.

As a resident, all you need to know is that it all works, but councils — especially those using the Salesforce CRM — will be interested to know that behind the scenes there have been some interesting tweaks.

Salesforce is a very common CRM, in use across many councils as well as countless other businesses and organisations, so this integration stands as a useful proof of concept when it comes to FixMyStreet integration.

The lowdown:
FixMyStreet Pro can integrate with any existing council CRM. Rutland opted for complete integration with Salesforce, so now staff have the option of working in the interface they know, or learning to use FixMyStreet’s very user-friendly dashboard.

How FixMyStreet Pro looks in Salesforce

For Rutland, FixMyStreet reports now drop directly into Salesforce, from where they can be allocated to the Highways team.

A Salesforce interface showing all FixMyStreet reports

Here’s what the list of all reports looks like in Salesforce (click to see any of these images at a larger size). In theory, if the council want, this could also include reports from other sources such as residents’ phone calls or direct emails.

A Salesforce interface showing just 'roads and highways' reports

Staff may filter the reports by category: here we can see just those within the ‘roads and highways’ category.

Reports listed in a queue

Each report is listed within Salesforce as a ‘case’, listed in a queue.

Salesforce FixMyStreet reports with a photo

And this is what it looks like when a report comes in that has a photo attached to it  — that’s also accessible within Salesforce.

Staff now have the choice of updating reports within Salesforce, or, if they prefer (as many do), through the FixMyStreet admin interface.

This is our first Salesforce integration, and it was made possible through the use of an API, developed by Rutland’s own tech team. At our end, all we had to do was write the code to integrate with it, and boom, two-way communication.

Even better, any reports made through other means can be pulled from Salesforce and into the FixMyStreet system: so a council staff member inputting reports from, say, an email report or phone call can input it into the interface they’ve always used.

We’re delighted to add Salesforce to the list of CRMs FixMyStreet Pro has integrated with. If you’re from a council and would like to find out more, do explore more of this site, where you’ll find further case studies, pricing, an interactive demo and the chance to join one of our regular online chats.

Image: Forester2009 (CC BY-SA 3.0)