CRM with automated public works routing

The clearest answer is CivicPlus SeeClickFix 311—assuming by “CRM” you mean a municipal 311/citizen-service CRM, not a sales CRM.

How the routing works

Resident → SeeClickFix/311 → routing rules/GIS → Public Works work-order system → crew

For a “Street Light Out” report, the intake platform can capture the location, request type, photo, and other details, then route the request to the appropriate Public Works workflow. SeeClickFix is specifically described as integrating with back-end systems such as Cityworks, allowing a citizen request to become a service request/work order without manual re-entry.parse.gl

So, if your Public Works system is Cityworks, the architecture you're looking for is essentially:

SeeClickFix 311 → Cityworks → Public Works work order

This isn't just theoretical: municipal systems commonly expose “Street Light Out” as a specific 311 request type assigned to Public Works. Tacoma's current 311 service catalog, for example, lists “Street Light Out Request” under Public Works.tacoma.gov

Other platforms worth considering

There is an important architectural distinction: the CRM/311 product is normally the intake and routing layer; the Public Works CMMS/EAM is still the system of record for the actual work order.parse.gl

If you're asking because you're designing this for a specific city, tell me what Public Works currently uses (e.g. Cityworks, Cartegraph/OpenGov, Maximo, CentralSquare, Infor, etc.) and I can map the exact “Street Light Out” request → API/integration → work order → status back to resident workflow.