As part of the City of Philadelphia’s modernization, eKuber implemented a Constituent Relationship Management platform and 311 call center. Part of the challenge included collecting service request of various departments like Neighborhood Service, Police, Water, Streets etc., within the Salesforce Service Cloud CRM, integrated with GIS, while integrating various other individual legacy systems like Hansen, PublicStuff and Cityworks which had limited documentation.  Service requests for the City of Philadephia are collected through a wide variety of channels (Mobile, Facebook, Twitter, Email, Text). The implementation involved Salesforce Social Media (Facebook,Twitter), Salesforce Call Center, Knowledgebase, Community Portal etc., and these tools were heavily used to facilitate the requirements generation. WebMethods Enterprise Service Bus (ESB) is part of the integration framework to connect, in real-time, Salesforce Service Cloud features with external systems. The system has been designed using AG webMethods Salesforce.com Adapter.