City of Charlotte Facilitates Tourism Planning Processes with Event Permitting Solution

"Microsoft Dynamics CRM Online enabled us to put an online permit application on our website for the Democratic National Convention. It greatly streamlined the process for taking applications."
Emily Cantrell
Organization Development Specialist, Neighborhood & Business Services


Charlotte, North Carolina, is the second largest banking center in the United States and home to more than 750,000 people. Behind the city’s operation, a team of dedicated professionals support a range of services including waste management, fire, police, transportation, and permitting for events, such as festivals and parades, which drive a large part of the city’s tourism revenue.

Business Situation 

When news broke that the 2012 Democratic National Convention would be held in Charlotte, North Carolina, the city knew immediately that it was time to replace its manual processes for event permitting with software, especially when considering the challenges that such a large influx of people would bring. With support from Microsoft as part of its Metro Cities initiative, the City of Charlotte adopted Microsoft Dynamics CRM Online and tailored the solution to the meet the unique demands of hosting the convention.

Business Solutions

With Microsoft Dynamics CRM in place, City of Charlotte staff successfully supported the Democratic National Convention and now have a central repository for event information and event management overall, including major regional events such as Food Lion Speed Street, Taste of Charlotte, and the CIAA Tournament. Individually, these events can draw as many as 200,000 people to the city; now the related event information will be available for reuse in the future. Further, because the permitting solution is connected to the city’s website, citizens can apply for permits online, automatically initiating CRM workflows that manage the approval process.