San Francisco’s Customer Relationship Management team for DTIS is responsible for replacing an inefficient telecommunications system with a new centralized system. DTIS’s previous system was often very confusing, frustrating, and allowed for multiple phone calls for the same abandoned vehicle. The new system implemented by CRM allows for multiple phone calls to be recognized instantly to prevent duplicate investigations which allows for a more efficient system. The CRM used by DTIS is user friendly and allows for a smooth, simple and pleasant experience for customers calling in.