Dublin, OH uses Acta to address skeptical customer syndrome

The City of Dublin, OH found that its Building Standards department had to do a lot of manual work guiding their customers through the permit process. Customers needed help understanding what to apply for, what they needed to get a permit, how to navigate their permit portal, and updates on timing. 

The Building Department’s front counter staff were spending too much time on customer service negotiations over the phone and email on processes that should have been standard and final to the customer. They started using Acta to: 

• Formalize customer service to decrease the number of times “customers would be skeptical about rules” over the phone 
• Save staff time spent on manual, oftentimes frustrating, customer service 
• Increase staff peace of mind when having to deal with customers all day every day 

“Acta is really easy to use and helps me keep my customers with conversations to the point. We get a lot fewer follow up questions after using Acta.” - Debra Fite, City of Dublin Building Standards