When you call a city department for help, CRM is the infrastructure behind the answers you receive. CRM allows operators to route your service request and to follow up to see if any action was taken. This also creates a database of problems and solutions, so that changing trends can be addressed. This video was produced by Tom Loftus for SFGTV. The segment originally aired as part of "City In Focus", the award-winning magazine series produced by SFGTV.