Our client is a non-profit organization comprising librarians, teachers, counselors, psychologists, social workers, and other professionals dedicated to providing children with the highest quality education. This case study highlights how implementing a Service Console App improved case management, enhanced member satisfaction, and streamlined operations.
The client needed a structured system to manage and track cases raised by their members efficiently. Previously, case details were scattered across multiple communication channels, making it difficult to provide timely responses. They sought a centralized system to store case information, streamline workflows, and improve response times to enhance member satisfaction.
We developed and implemented a Service Console App tailored to the client’s needs, ensuring seamless integration of case management across different communication channels. By configuring custom features, automating workflows, and centralizing case tracking, we provided the client with a scalable and efficient solution to enhance productivity and member engagement.
The client struggled to manage cases received via emails, phone calls, and website submissions, as there was no centralized system to track and organize them.
Members experienced significant delays in case resolution due to inefficient workflows and manual tracking.
Lack of visibility into case progress resulted in poor member experience and dissatisfaction.
The absence of automation in case assignment and tracking led to higher operational overhead and inefficiencies.
- 1
Developed a Service Console App in Salesforce to centralize case management and streamline workflows.
Configured three key objects—Account, Contact, and Case—to ensure structured data organization.
2- 3
Integrated email-to-case functionality to automatically generate case records from emails.
Customized web-to-case forms to allow members to submit cases via the website, including an option to attach PDFs.
4- 5
Enabled call-to-case integration, ensuring cases raised via phone were recorded in real time.
- 60% improvement in case resolution time, reducing delays and improving response efficiency.
- 40% increase in member satisfaction, as cases were handled more effectively and resolved faster.
- 100% centralization of case data, eliminating the need for manual tracking and fragmented record-keeping.
- Streamlined workflow and automation, reducing manual intervention and allowing staff to focus on high-priority tasks.
