What is citizen relationship management?

Citizen relationship management (known in France as GRU) lets you track every request from a resident, whatever the channel and the reason, with or without an appointment. Augmented by AI, it qualifies and routes requests, assists staff and makes management easier.

Which channels does HelloSpot’s citizen CRM handle?

Phone, email, front desk, mail and online submission. Calls and visits are logged by staff; emails from shared mailboxes and scanned mail become tracked requests.

How does the AI route requests?

It analyzes each request, matches it to the right reason and assigns it to the relevant department and person, who are notified. The AI suggests, and staff keep the final say. It is powered by Mistral, a French, sovereign technology.

Do you need a major IT project to get started?

No. A new request type can be created in minutes with AI, with no development or technician, and users are not charged.

Is HelloSpot’s citizen CRM free?

Yes, up to 1,000 requests, with no public procurement contract or spending commitment. You move to the full version when your needs grow, with no data loss.

AI-augmented citizen CRM

Citizen relationship management for town halls

All your residents’ requests in one place, whatever the channel.

Phone, email, front desk, mail or online application: every request lands in a single inbox. AI qualifies it and routes it to the right department, and your staff follow it through to resolution.

Start for free Request a demo

Every channel

A single inbox for every request

Calls logged by the front desk, emails received in shared mailboxes, scanned mail turned into requests, online forms: everything arrives in the same place, with the same statuses.

Later requests from the same resident are grouped in their file, with the full history of exchanges. No request gets lost between two mailboxes or two offices anymore.

Explore the digital one-stop shop

Laptop showing the HelloSpot list of applications, with their status, department and assigned staff member, with arrows converging from several channels

Sovereign AI

AI qualifies and routes every request

Powered by Mistral, a French technology, HelloSpot’s AI is sovereign and compliant with the GDPR and the AI Act. It suggests, and staff keep the final say.

Automatic assignment
Each request is assigned to the right department and the right person, who is notified immediately.
No duplicates
If an email matches a request that is already open, the AI suggests linking it rather than creating a new one.
Assisted replies
The AI assistant drafts the reply using your reference knowledge; staff review and approve it.

Explore the AI assistant

Front desk

A front desk that is always informed

Front desk staff know in real time where each request stands: they give residents reliable information without having to call a colleague.

Once a request is submitted, the resident receives an acknowledgment and a tracking link, then a notification with every reply. They track their request like a parcel: fewer follow-up calls, less tension at the counter.

A staff member assists a resident at the town hall counter

Collaboration

Every department, one shared file

Fine-grained permissions
Everyone sees what they need to see: access is set by department and by role.
Sharing
A file can be shared with an elected official or a colleague, with a context note and the history of exchanges.
Traceability
Who did what, when and through which channel: everything is kept, including in case of a dispute.
No per-user fees
Users are not charged: invite every department involved.

Management

Oversee the activity of all your departments

Volumes, processing times, workload forecasting: clear indicators to organize teams and report to elected officials.

Explore advanced statistics

Communication

Inform your residents at the right time

Your resident database builds itself, request by request and appointment by appointment. Use it to send targeted text messages and emails with advanced filters, in compliance with the GDPR.

Explore citizen communication

A resident reads a text message from the town hall on their phone

10

years of experience

Since 2016, HelloSpot has become a key partner of public service organizations.
700

customers

HelloSpot supports more than 700 public services across France.
4,000

staff users

Our platform is used by more than 4,000 staff members across many local authorities, for efficient, centralized management.
1M

procedures

HelloSpot has supported more than 1,000,000 administrative procedures, a sign of the trust and satisfaction of our customers and of the public.

Customer reviews

A real impact on your organization, every day

Take back control of requests between residents and your departments, for free

Allaire Town Hall

We chose HelloSpot to reduce the number of phone calls. The software makes life easier for residents and has sharply cut the number of calls. We are very satisfied with both the software and the team’s responsiveness.
Bouillargues Town Hall

With the sharp rise in ID document applications, our Excel spreadsheet was no longer enough for booking appointments. HelloSpot gives us better visibility over our organization and saves us a considerable amount of time.
Craponne Town Hall

It saves time with online appointment booking and sending the list of required documents. The e-mail reminder the day before means very few missed appointments.
Thann Town Hall

We are really satisfied with HelloSpot and we will not go back.

FAQ

Frequently asked questions

What is citizen relationship management?

Citizen relationship management (known in France as GRU) lets you track every request from a resident, whatever the channel and the reason, with or without an appointment. Augmented by AI, it qualifies and routes requests, assists staff and makes management easier.
Which channels does HelloSpot’s citizen CRM handle?

Phone, email, front desk, mail and online submission. Calls and visits are logged by staff; emails from shared mailboxes and scanned mail become tracked requests.
How does the AI route requests?

It analyzes each request, matches it to the right reason and assigns it to the relevant department and person, who are notified. The AI suggests, and staff keep the final say. It is powered by Mistral, a French, sovereign technology.
Do you need a major IT project to get started?

No. A new request type can be created in minutes with AI, with no development or technician, and users are not charged.
Is HelloSpot’s citizen CRM free?

Yes, up to 1,000 requests, with no public procurement contract or spending commitment. You move to the full version when your needs grow, with no data loss.