Calvert County improves citizen engagement with Zendesk and SweetHawk
Calvert County, Maryland, a government entity home to over 92,000 people, aimed to improve its citizens' quality of life through better community engagement. To help address this goal, they decided to use Zendesk to track both internal and external communications. The ease of use and customization options provided by Zendesk, combined with the integration of SweetHawk, streamlined the department's efforts to improve customer support both internally and externally. Employees were able to customize workflows according to their specific needs, and the county (having reduced resolution time by around 2 weeks), received positive feedback from citizens for the quick resolution of their concerns.
“The integration of SweetHawk has taken Zendesk to the next level in terms of task management and automation. The ease of use and customization options have streamlined our efforts to develop custom workflows and improve customer support both internally and externally.”
“SweetHawk provided us the ability to take our current workload and manage it even more efficiently”
“I particularly like using recurrent tasks. We would sometimes have annual press releases, for instance. Once I finish the task this year, I just set it up as a recurring task for next year. The task then appears on my list only when I need to start working on it, say a month before it’s due. It doesn’t bog down my to-do list unnecessarily.”