A big welcome to Rutland, the latest local authority to adopt FixMyStreet Pro as their street fault reporting platform. If you’re a resident of what has been described as the UK’s prettiest county, we hope that you’ll enjoy using FixMyStreet to keep it that way.
You can make your reports on the council’s site here, or if you’re already used to the main FixMyStreet. com website or via our mobile app, you’ll find that all reports go into the same central database, and can be seen in all three places.
As a resident, all you need to know is that it all works, but councils — especially those using the Salesforce CRM — will be interested to know that behind the scenes there have been some interesting tweaks.
How it looks in Salesforce
Salesforce is a very common CRM, in use across many councils as well as countless other businesses and organisations, so this integration stands as a useful proof of concept when it comes to FixMyStreet integration.
For Rutland, FixMyStreet reports now drop directly into Salesforce, from where they can be allocated to the Highways team. Click on any of the images below to see them at a larger size.
Staff now have the choice of updating reports within Salesforce, or, if they prefer (as many do), through the FixMyStreet admin interface.
This is our first Salesforce integration, and it was made possible through the use of an API, developed by Rutland’s own tech team. At our end, all we had to do was write the code to integrate with it, and boom, two-way communication.
Even better, any reports made through other means can be pulled from Salesforce and into the FixMyStreet system: so a council staff member inputting reports from, say, an email report or phone call can input it into the interface they’ve always used.
We’re delighted to add Salesforce to the list of CRMs FixMyStreet Pro has integrated with. If you’re from a council and would like to find out more, pop over to the FixMyStreet Pro website where you’ll find case studies, pricing, an interactive demo and the chance to join one of our regular online chats.
Against conventional wisdom, we’ve just published the staff manual for FixMyStreet Pro online, where it’s easy for anyone to access.
When we were putting this manual together, we thought we’d have a quick google round for other council SAAS documentation, to see if anyone was doing it particularly well.
We didn’t get very far, though — it seems there’s a culture of corporate secrecy amongst other suppliers, and a fear of publishing such materials in case of imitation.
Why so open?
We’ve gone our own way on this one for a few reasons.
First, because it helps our clients. We know that it’s far easier for customers to look online for materials than it is to remember where they’ve put a physical handbook.
We know we could have put it behind a password, but that just adds an impediment for our existing customers, as well as for anyone hoping to understand the service a little better before making a purchasing decision. Plus, who remembers passwords for something they might only be accessing a couple of times a year? It’s just extra faff.
This way, staff only need bookmark the documentation page, and they’ll always be able to find the most up to date version of the manual.
There’s another reason as well, though. Most mySociety codebases — including FixMyStreet — are Open Source, meaning that anyone who wants to can inspect or use the code for their own purposes. If anyone really wanted to know our ‘secrets’… well, they’re already out in the public domain.
We reckon there’s more to gain by publishing our instruction manual than there is to lose. Sure, competitors might see what features we offer, and they might even copy them. We’re confident, though, that our customer service, company culture, and our insistence on making our products as user friendly as possible, all give us an advantage that imitators are unlikely to be able to match.
So, if you’re from a council yourself (or if you’re just curious) please do go ahead and read the manual. We hope you’ll find it of interest, and that it might cast some light on what makes FixMyStreet Pro different from other offerings in the field.