Discover How Palm Coast is Revolutionizing Customer Service with Exciting New Features!

Enhancements to Palm Coast Connect

Palm Coast, FL— The City of Palm Coast has enhanced its customer service portal, Palm Coast Connect, by introducing new features designed to deliver a more streamlined and efficient user experience. This system is utilized by nearly 32,000 residents, aiming to improve the process of creating and managing cases.

New Features

New features added to Palm Coast Connect include:

• A status bar allowing residents to view the status of their case from inception to completion.
• A comments section where agents and customers can view notes during the duration of the service period.
• An estimated completion time for customer service requests, visible to customers upon creating a case.

Once cases are resolved, residents will be encouraged to complete a survey regarding their experience and satisfaction. If a customer feels that their issue was not resolved, they have the option to reopen the case.

Cynthia Schweers, Palm Coast Customer Service Manager, stated, “We have been listening to our residents, and fortunately, we were able to work closely with our IT team to develop and roll out these new features…”

Improved Response Times

While the City of Palm Coast also offers customer service via telephone, the new features of Palm Coast Connect enable customer service representatives to connect customers to assistance up to 30% faster. This seamless dispatch process covers everything from waste collection to traffic signals, animal control, and code enforcement.

Performance Statistics

Last year, the customer service department handled over 41,000 customer service cases, and with these new features implemented, they hope to provide a more efficient service in 2025. To learn more about Palm Coast Connect, or to sign up now, visit palmcoast.gov/connect.