Call Centers & Case Management. Modernization Through Salesforce

Transcription

1 Call Centers & Case Management Modernization Through Salesforce

2 AGENDA About Vertiba The Use Case Why Salesforce Call Center Use Case Case Management Use Case

3 About Vertiba A Platinum Salesforce Partner Trusted Reliable Proven Transparent Expertise 100% of team are Salesforce certified Star Reviews, #1 on AppExchange 1,000s of projects completed. All on the Salesforce platform ValuePath*, our Agile, Collaborative Community for full transparency Hundreds of ViP assets and industry focus in Public Sector, Financial, Healthcare, and Technology Vertiba is a Platinum-level Salesforce consulting partner and part of the Publicis.Sapient platform of companies. With 1,000+ projects under our belts, a focus on Public Sector Use Cases and more Five Star reviews on the Salesforce AppExchange than any other consulting partner, you can trust us to deliver for you.

4 Call Centers & Case Management Defining the Use Case Call Center A call center is a centralized office used for receiving or transmitting a large volume of requests by telephone. An inbound call center is operated to administer incoming support or information enquiries from consumers. Case Management The identification and collaborative process for resolving a request, issue or inquiry. Case management of an individual(s) serves as a means for achieving wellness and autonomy through advocacy, communication, education, identification of service resources and service facilitation.

5 Why Leverage Salesforce Tangible Process Improvements Consolidated Case Initiation Allow for multiple points of initiation of a inquiry, request or issue. Workflow and Approval Use workflow to streamline and automate processes. Approvals enable consistent documented compliance Dynamic Routing Routing based on available information to optimize resolution and overall process efficiency Data Field Management Key field-level configurability to track changes, limit visibility/ editability and dependency across multiple fields Knowledge Center Enable users with acute and common issues resolutions for consistency, competency and productivity Centralized Documentation All related information from active and historic records consolidated in one location 13

6 Why Leverage Salesforce Tangible Process Improvements Analytics Using Self-service analytics, instantly slice and dice data on any device, without waiting for IT or analysts. Reports & Dashboards are designed to provide a better understanding of processes and outcomes Agility As processes change and evolve, make necessary changes without heavy development or impact. Continuous improvement over time. 13

7 DenverConnect (311)

8 Call Center Use Case DenverConnect Client City & County of Denver (311, Denver International Airport, Denver Human Services) Use Cases As a CCD contact center, increase customer satisfaction through increasing first call resolution As CCD Technology Services, enhance cross-agency collaboration and content management Key Goals Enhance efficiency and accuracy in our average speed of answer and responsiveness Simplify searching, locating addresses and gaining access to information Establish a cloud technology platform that can be extended in the future Simplify maintenance by Technology Services, allowing them to focus more on CCD business needs rather than maintaining technical infrastructure Technology Service Cloud (Console, Live Agent, Social Customer Service, 2Case, CTI) Visualforce, Apex, Process Builder Flow, Single Sign-On, ArcGIS JS Map Library, ANT, SQL (data) AppExchange: Non-Profit Starter Pack, Coveo, Cloudingo Client (on Prem): Oracle EBS (middleware) / PocketGov (portal) / Accela / Chameleon / ArcGIS (ESRI) 13

9 Implementation Architecture DenverConnect 3 call centers 1M+ Constituents 475 Agents 20 Integrations Knowledge CTI SMS-to-Case Resident Portal Apps Knowledge Service Orders On-Prem CIS

10 Staged Rollout DenverConnect October 1 DIA Soft Launch October 16 DHS Call Center October 19 DIA Full Launch Includes SMS November & CCD Agencies Integrations: IDM / SSO to Case No new integrations Live Agent Web to Case SMS Accela Chameleon PocketGov End Users:

11 Issue Templates & Issue Questions Case Management - Intake DenverConnect VFP for Case Intake Type Business Use Case legacy issue types (aka - quick codes ) Multi-Agency Routing Based on Issue and Questions Low maintenance cost & issue management Phone support / high volume of calls Set case attributes based on issue template Technologies / Solution Custom Case Intake / Questions VFP Configurable Issues & Questions in Custom Objects Workflow & Process Builder Flows to set Case attributes Routing Rules & Process Builder for Case Routing Custom Objects for Configuring Issues 11

12 Knowledge - Federated Search (Coveo) Business Use Case Knowledge Articles & Content in multiple locations SFDC knowledge, Denvergov.org, Flydenver.com View related cases within geographic area (potholes) Quick access to articles / information on cases Attach & any articles to customer Analytics for knowledge usage and gaps Technologies / Solution Coveo AppExchange app Console Side Panel VFP - Side Panel for Case Intake SFDC Knowledge De-Centralized Content DenverConnect Full Coveo Search Case Intake - Custom Side Panel

13 Case Geolocation / Address Validation / GIS Map Layers Location Validation DenverConnect Business Use Case Validate incident location (Denver Address Db) Map location on Case Overlay Denver GIS Layers on map Technologies / Solution VFP for address validation & search WebService integration to Denver ArcGIS/DAD ArcGIS JS library for Map & GIS layers In lieu of ESRI for SFDC app 13

14 Adult Protective Services

15 Adult Protective Services Colorado Department of Human Services Adult Protective Services (APS) are social services provided to abused, neglected, or exploited older adults or adults with significant disabilities. These APS agencies receive reports of at-risk adults, conduct investigations into the allegations, and implement services to prevent further mistreatment. the zero

16 Case Management Use Case Colorado Department of Human Services Legacy system lacks standardization and data integrity was a risk - Initial intake logged on paper - Often not entered in a system leaving important fields incomplete - Calls are often unstructured making it difficult to capture all details Complicated case management workflows Paper trails and filing cabinets used for relationship mapping Nearly impossible to pull statistics on services provided, demographics of clients, etc. Lack of tracking system for employee training

17 Case Management Process Colorado Department of Human Services Stage 1: Intake Field a call and fill out an intake form Screeners Stage 2: Assessment Abuse has been confirmed No Case Evaluation Stage 3: Case-Management Assigned Caseworker Initial assessment Supervisors/Assessors Provide/recommend applicable services No Not applicable Case Closed Reassess to confirm safety improvement Improved

18 Features Require important fields Allow Screeners to jump around during calls Create & connect all object relationships immediately Form Completion Colorado DHS

19 Features Mobile-friendly Ease-of-use: pick lists, check boxes, & apply all options Required fields to ensure complete assessment Offline Capability Mobile Assessment Forms Colorado DHS

20 Comprehensive Relationship Tracking Colorado DHS Features Connect all objects to a case number Map clients relationships to resources, support systems, & alleged perpetrators

21 Vertiba used force.com and standard salesforce to build custom applications and functionality. Their expertise in salesforce and with force.com combined with their understanding of aps, allowed them to make suggestions for functionality that improved our initial design and vision. They worked quickly, allowed ample opportunity for us to request changes to their initial design, and completed the project on time and on budget. PEGGY ROGERS, CDHS ADULT PROTECTIVE SERVICES

22 Features & VisualForce intake forms and processes Custom reports and dashboards Required fields and validation rules Point-and-click report builder Chatter Feed for Collaboration and Capture Alerts and s notifications Automatically calculates risk during of intake Continuing Education Tracking Custom formulas set Risk & Safety scores Quantifiable Impact Reporting and Tracking

23 Thank You. Get in touch /josepharriaga vertiba.com