Port of San Diego Customer Information Hub Improves Customer Service

  • by Jerine Rosato, Program Manager and Manager of CRM, San Diego Unified Port District
  • August 15, 2006
See why a public sector organization chose mySAP CRM Interaction Center as the basis for its customer service center and how it approached the change management issues involved with implementing a new CRM system.

Using mySAP CRM, the San Diego Unified Port District (Port) was able to organize its interaction with the public and serve its customers in five member cities more efficiently. A public corporation established in 1962, its jurisdiction includes waterfront property and covers approximately 2,500 acres of land and 3,400 acres of water. The Port is engaged in five key services: maritime, real estate, environmental, community, and public safety and security. It encompasses a cargo and cruise business, real estate development and management, park facilities, and the residents and tourists who visit San Diego Bay.

This diverse business focus gives the Port a broad customer base, but prior to implementing mySAP CRM, my Port colleagues and I did not track how we resolved customer issues, who handled the issues, or if we satisfied the requests. Furthermore, surveys pointed out that we needed to focus more on our customers and on the manner and delivery of our services.

I will briefly explain how we chose the SAP ERP system, as well as mySAP CRM, to better meet our customers’ needs. I then will show you how we use mySAP CRM and how we addressed change management issues. Finally, I will go over a few successes that resulted from implementing mySAP CRM, as well as our future plans for it.

Jerine Rosato

Jerine Rosato has worked for the Port since 2001 and is responsible for the continued development and operations of the Port’s CRM program. She also works closely with the ongoing development and implementation of the Port’s COMPASS strategic plan, as well as the development of new strategic programs for the Port. Prior to her work at the Port, Jerine was involved in developing start-up organizations for more than 20 years, including experience in research and development, strategic planning, process engineering/re-engineering, and technical writing. Jerine has published two articles on the strategic planning process for trade publications and presented to many organizations on CRM in the public sector. Jerine holds a bachelor of science degree in organizational behavior.

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