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


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ROCKVILLE, Md., March 25 /PRNewswire/ — Lagan

g_id=6541823&adr_order=5&url=aHR0cDovL3d3dy5sYWdhbi5jb20%3D> , 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

g_id=6541823&adr_order=5&url=aHR0cDovL3d3dy5sYWdhbm9uZGVtYW5kLmNvbQ%3D%3D> ,
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

“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

g_id=6541823&adr_order=5&url=aHR0cDovL3d3dy5sYWdhbi5jb20vdGVhbS5hc3B4> 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

5LmFzcHg%3D> .

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

g_id=6541823&adr_order=5&url=aHR0cDovL3d3dy5sYWdhbi5jb20%3D> and contact us
at [email protected]. Keep up with industry news on Twitter at

g_id=6541823&adr_order=5&url=aHR0cDovL3R3aXR0ZXIuY29tL2xhZ2FuX2J1c2luZXNz> .

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