{"id":5316,"date":"2026-07-31T15:46:09","date_gmt":"2026-07-31T19:46:09","guid":{"rendered":"https:\/\/nsisolution.com\/?post_type=resultat&#038;p=5316"},"modified":"2026-08-06T15:39:48","modified_gmt":"2026-08-06T19:39:48","slug":"rimouski-311-service-zoho-desk-crm","status":"publish","type":"resultat","link":"https:\/\/nsisolution.com\/en\/case-studies\/rimouski-311-service-zoho-desk-crm\/","title":{"rendered":"Rethinking the city of Rimouski&#8217;s 311 service to build a scalable, lasting structure"},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Context<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"wp-block-paragraph\">The <strong><a href=\"https:\/\/rimouski.ca\/\" type=\"link\" id=\"https:\/\/rimouski.ca\/\">City of Rimouski<\/a><\/strong> had begun a digital transformation of its 311 service to improve citizen relations, using <strong><a href=\"https:\/\/nsisolution.com\/en\/zoho-expert\/zoho-desk\/\" type=\"link\" id=\"https:\/\/nsisolution.com\/expert-zoho\/zoho-desk\/\">Zoho Desk<\/a><\/strong>, <strong><a href=\"https:\/\/nsisolution.com\/en\/zoho-expert\/zoho-crm\/\" type=\"link\" id=\"https:\/\/nsisolution.com\/expert-zoho\/zoho-crm\/\">Zoho CRM<\/a><\/strong> and Microsoft Teams. Two agents were already handling roughly 3,000 citizen requests, but a series of operational and technical limitations kept the existing model from supporting growth at a larger scale.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Request handling ran on rigid logic: every call automatically became a ticket in <strong><a href=\"https:\/\/nsisolution.com\/en\/zoho-expert\/zoho-desk\/\" type=\"link\" id=\"https:\/\/nsisolution.com\/expert-zoho\/zoho-desk\/\">Zoho Desk<\/a><\/strong>. That created heavy processes, a significant handling burden for agents and a strong reliance on informal exchanges in Teams. The line between different types of inquiries and service requests remained blurry, which limited the 311 service&#8217;s ability to expand to other municipal departments.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">After several attempts with another technology partner, the City was looking for an approach that would go beyond technical implementation, one that would clarify the vision, the processes, and the governance of the service.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group block-solutions has-gray-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Solutions PROPOSED<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Diagnose citizen relations processes and how the 311 service operates.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">Redefine the core concepts: tier 1 and tier 2 calls and requests, and the role of the ticket in the citizen journey.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">Propose a new architecture across Microsoft Teams Phone, <strong><a href=\"https:\/\/nsisolution.com\/en\/zoho-expert\/zoho-crm\/\" type=\"link\" id=\"https:\/\/nsisolution.com\/expert-zoho\/zoho-crm\/\">Zoho CRM<\/a><\/strong>, and <strong><a href=\"https:\/\/nsisolution.com\/en\/zoho-expert\/zoho-desk\/\" type=\"link\" id=\"https:\/\/nsisolution.com\/expert-zoho\/zoho-desk\/\">Zoho Desk<\/a><\/strong>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">Build a structured roadmap of 7 priority projects.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">Recommend a governance model and a knowledge management center of excellence.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-columns block-gains-temoignages is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Gains<\/h2>\n\n\n\n<ul start=\"0\" class=\"wp-block-list\">\n<li>A clear, scalable vision for rolling out the 311 service across the municipality.<\/li>\n\n\n\n<li>Stronger alignment between the Communications Department and the IT Department.<\/li>\n\n\n\n<li>Clearer processes, roles, and concepts around citizen requests.<\/li>\n\n\n\n<li>Reduced risk of investing further in a structure that would be difficult to grow.<\/li>\n\n\n\n<li>A concrete action plan to orchestrate the project&#8217;s next phases.<\/li>\n\n\n\n<li>A realigned strategic vision before expanding the 311 service to all municipal departments.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><br><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Satisfaction and achievement of objectives<\/h3>\n\n\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"33\" height=\"31\" src=\"https:\/\/nsisolution.com\/wp-content\/uploads\/\/2026\/06\/ico-star2.svg\" alt=\"\" class=\"wp-image-5171\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"33\" height=\"31\" src=\"https:\/\/nsisolution.com\/wp-content\/uploads\/\/2026\/06\/ico-star2.svg\" alt=\"\" class=\"wp-image-5171\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"33\" height=\"31\" src=\"https:\/\/nsisolution.com\/wp-content\/uploads\/\/2026\/06\/ico-star2.svg\" alt=\"\" class=\"wp-image-5171\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"33\" height=\"31\" src=\"https:\/\/nsisolution.com\/wp-content\/uploads\/\/2026\/06\/ico-star2.svg\" alt=\"\" class=\"wp-image-5171\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"33\" height=\"31\" src=\"https:\/\/nsisolution.com\/wp-content\/uploads\/\/2026\/06\/ico-star2.svg\" alt=\"\" class=\"wp-image-5171\"\/><\/figure>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Satisfaction with interventions<\/h3>\n\n\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8f761849 wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"33\" height=\"31\" src=\"https:\/\/nsisolution.com\/wp-content\/uploads\/\/2026\/06\/ico-star2.svg\" alt=\"\" class=\"wp-image-5171\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"33\" height=\"31\" src=\"https:\/\/nsisolution.com\/wp-content\/uploads\/\/2026\/06\/ico-star2.svg\" alt=\"\" class=\"wp-image-5171\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"33\" height=\"31\" src=\"https:\/\/nsisolution.com\/wp-content\/uploads\/\/2026\/06\/ico-star2.svg\" alt=\"\" class=\"wp-image-5171\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"33\" height=\"31\" src=\"https:\/\/nsisolution.com\/wp-content\/uploads\/\/2026\/06\/ico-star2.svg\" alt=\"\" class=\"wp-image-5171\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"33\" height=\"31\" src=\"https:\/\/nsisolution.com\/wp-content\/uploads\/\/2026\/06\/ico-star2.svg\" alt=\"\" class=\"wp-image-5171\"\/><\/figure>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">TESTIMONIAL<\/h2>\n\n\n\n<div class=\"wp-block-cb-carousel cb-single-slide\" data-slick=\"{&quot;slidesToShow&quot;:1,&quot;slidesToScroll&quot;:1,&quot;speed&quot;:1000,&quot;arrows&quot;:true,&quot;dots&quot;:false,&quot;autoplay&quot;:true,&quot;autoplaySpeed&quot;:5000,&quot;infinite&quot;:true,&quot;responsive&quot;:[{&quot;breakpoint&quot;:769,&quot;settings&quot;:{&quot;slidesToShow&quot;:1,&quot;slidesToScroll&quot;:1}}]}\">\n<div class=\"wp-block-cb-slide\">\n<p class=\"wp-block-paragraph\">&#8220;The digital assessment NSI carried out helped us take a deeper look at our practices and improve the service we provide to citizens. They brought us concrete improvements, tailored to our municipal reality.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The team stood out for its professionalism, its collaborative spirit, and its ability to move our thinking and our ideas forward.&#8221;<br><br><strong>Audrey-Ann Beaulieu<br><\/strong>Citizen Relations Coordinator<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Context The City of Rimouski had begun a digital transformation of its 311 service to improve citizen relations, using Zoho Desk, Zoho CRM and Microsoft Teams. Two agents were already handling roughly 3,000 citizen requests, but a series of operational and technical limitations kept the existing model from supporting growth at a larger scale. Request [&hellip;]<\/p>\n","protected":false},"author":21,"featured_media":5317,"template":"","resultat_envergure":[65],"resultat_industrie":[61],"class_list":["post-5316","resultat","type-resultat","status-publish","has-post-thumbnail","hentry","resultat_envergure-101-employees-and-more","resultat_industrie-public-sector"],"acf":{"client":{"simple_value_formatted":"Ville de Rimouski","value_formatted":"Ville de Rimouski","value":"Ville de Rimouski","field":{"ID":1180,"key":"field_636aba1477b88","label":"Nom du client","name":"client","aria-label":"","prefix":"acf","type":"text","value":null,"menu_order":0,"instructions":"","required":1,"id":"","class":"","conditional_logic":0,"parent":1179,"wrapper":{"width":"","class":"","id":""},"wpml_cf_preferences":1,"default_value":"","maxlength":"","placeholder":"","prepend":"","append":"","_name":"client","_valid":1}},"client_logo":{"simple_value_formatted":"<img width=\"788\" height=\"333\" src=\"https:\/\/nsisolution.com\/wp-content\/uploads\/2026\/07\/LogoVilleRimouski_noir.webp\" class=\"attachment-medium size-medium\" alt=\"\" decoding=\"async\" \/>","value_formatted":5318,"value":5318,"field":{"ID":1181,"key":"field_636abadb77b89","label":"Logo du client","name":"client_logo","aria-label":"","prefix":"acf","type":"image","value":null,"menu_order":1,"instructions":"","required":0,"id":"","class":"","conditional_logic":0,"parent":1179,"wrapper":{"width":"","class":"","id":""},"wpml_cf_preferences":1,"return_format":"array","library":"all","min_width":"","min_height":"","min_size":"","max_width":"","max_height":"","max_size":"","mime_types":"","preview_size":"medium","_name":"client_logo","_valid":1}},"specialites":{"simple_value_formatted":"<ul><li><a class=\"post-link\" href=\"https:\/\/nsisolution.com\/en\/center-of-expertise\/continuous-improvement\/\" rel=\"bookmark\">Continuous Improvement<\/a><\/li><li><a class=\"post-link\" href=\"https:\/\/nsisolution.com\/en\/center-of-expertise\/ip-telephony\/\" rel=\"bookmark\">IP Telephony<\/a><\/li><\/ul>","value_formatted":[1743,4906],"value":["1743","4906"],"field":{"ID":1182,"key":"field_636abb0d77b8a","label":"P\u00f4les d'expertise","name":"specialites","aria-label":"","prefix":"acf","type":"relationship","value":null,"menu_order":2,"instructions":"","required":0,"id":"","class":"","conditional_logic":0,"parent":1179,"wrapper":{"width":"","class":"","id":""},"wpml_cf_preferences":2,"post_type":["specialite"],"taxonomy":"","filters":["search"],"return_format":"object","min":"","max":"","elements":"","_name":"specialites","_valid":1,"bidirectional_target":[]}}},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - 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