A mid-sized municipal government needed to hear from residents at scale, without turning every request into a backlog.
Municipal governments face a structural mismatch between how many residents want to be heard and how many staff are available to listen. Requests, complaints, and feedback come in through phone calls, in-person visits, and social media, with no single system connecting them.
Requests get logged inconsistently, follow-up depends on manual tracking, and leadership has no real aggregate view of what residents are actually asking for, beyond anecdote and whichever complaints happened to reach the right desk.
Followfy deployed Pulso Ciudadano, an Agent System that runs structured conversations with residents at scale over WhatsApp, and turns every conversation into usable data:
Engages residents directly over WhatsApp, at any hour, with no queue and no wait.
Every conversation is logged and categorized automatically, so no request gets lost in someone's inbox.
Leadership can see, in real time, what residents are asking about most, not just isolated complaints.
Instead of resident feedback getting lost between phone lines and paper forms, every conversation becomes structured, searchable data. Leadership gets a real-time view of what residents care about most, without waiting for a quarterly report to find out.
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