Use case · Local government
19 municipalities, 14 channels, one citizen record
A metropolitan area of 210,000 residents receives around 1,200 requests a week — fly-tipping, broken street lighting, bulky waste, a question about tourist tax. They arrive by phone, by email, at the counter, through the website form, sometimes on Facebook. Nobody knows how many there really are.
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The starting point
The problem isn't volume, it's scatter
Every department built its own answer over the years: a spreadsheet for roads, a shared mailbox for bulky waste, a paper log at the registry counter. None of it is wrong — but none of it talks to the rest. When a resident calls back to ask where their report stands, whoever picks up has no way of knowing.
- A resident who reports twice creates two records, in two departments
- No measurable turnaround: you cannot manage what you never count
- Elected officials ask for a per-municipality review; it is assembled by hand, three days a quarter
- The switchboard spends its day saying "let me find out"
What gets deployed
One business object, and everything else hangs off it
- 01
The "citizen request" object
The request is modelled the way the metro area actually talks about it: type, municipality, precise address, handling department, target turnaround, attachments. It is a custom object, not a generic ticket — the fields belong to the job, and they are the same across all 19 municipalities.
- 02
Every door leads to the same record
The website form, the phone call, the email and the chat all create the same record, attached to the same citizen. Someone who has already reported something is recognised: their history is on screen before anyone picks up.
- 03
Reception answers at 10 pm too
The AI receptionist takes out-of-hours calls, qualifies the request, creates it in the right department and gives out the tracking number. Anything it cannot handle is transferred the next morning, with a transcript of the exchange.
- 04
Follow-up runs itself
Immediate acknowledgement, automatic nudge to the department at D+5 if nothing has moved, message to the citizen on closure. No officer has to remember: the workflow does it.
What it moves
What the setup targets
- 1
- record per request, whatever the channel
- ≈ 30%
- of calls handled outside opening hours
- D+0
- acknowledgement, instead of several days
- 0
- quarterly reviews assembled by hand
Go further
The building blocks used
Custom objects
Your business applications, with no development: properties, case files, contracts, with segments and automations.
DiscoverWeb forms
Forms on your site that feed directly into the CRM.
DiscoverAI receptionist
A voice agent that greets, qualifies and routes your calls 24/7.
DiscoverTickets & SLAs
Requests tracked, deadlines kept, delays made visible.
Discover360° customer view
The entire customer relationship on a single record: activities, deals, exchanges.
DiscoverFAQ
Frequently asked questions
Do we have to replace our existing line-of-business software?
No. Metaventus sits upstream, as the desk: it captures, qualifies and tracks the request. Line-of-business systems (GIS, asset management, civil registry) stay where they are, and are either called from the record or fed by it, through automation or the API.
Do residents' data leave the country?
No. The publisher is French and hosting is in the European Union. No citizen data is transferred outside the EU, and processing is documented for your impact assessment.
How do you keep 19 municipalities separate?
The municipality is a property of the "citizen request" object. Each one sees only its own scope, the metro area sees everything, and dashboards break down by municipality, department and turnaround.
How long before it runs?
The desk is live as soon as the business object is modelled and the form published: a few days. Phone reception and follow-up workflows are added afterwards, department by department, without interrupting what already runs.
What does a single desk of this size cost?
The foundation is the Professional plan from €90 per month for the account, with capacity tiers based on the number of agents. On top of that come telephony if you open the voice reception line, and the AI credits used on a pay-as-you-go basis. There is no licence per municipality.
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Comparisons
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