The Challenge
A large federal agency needed an innovative CRM solution to re-platform its existing system used to account for small business losses incurred during natural disasters and to improve the overall experience of the more than 3,000 customer service representatives and their managers. Loss verification is a mission-critical function at the agency and service demand can fluctuate unexpectedly depending on the severity of the disasters. The new system solution needed to provide increased flexibility, scalability and speed so that new customer service representatives could be quickly on-boarded, trained and ready to service their customers (U.S. small businesses) using their mobile and desktop devices and offline as needed.
The Process
Agility developed a solution based on Salesforce Service Cloud Case Management to replace the agency’s desktop and iPad native apps with a single browser-based solution. From a single website, agency staff could quickly onboard new customer service representatives, assign tasks, manage updates to and from the field, and submit reports. The solution transformed a paper-based system of forms used at the various disaster recovery centers and similar sites and transitioned them to the Salesforce platform. This vastly improved the workload management functionality for CSRs. In addition, the solution integrated with other related applications including loan processing, the IRS, and other systems using Microsoft BizTalk /Azure integration services.
The Results
Agility’s approach to using Salesforce and the automated case assignment enabled customer service representatives and managers to streamline requests received from integrated data repositories. Their response times were not only faster and more accurate, but also easier to fulfill. Additionally, the organization was better able to scale their resources on demand and to readily support various disaster situations. At the time of implementation, the agency anticipated a 300% increase in turnaround response rates.
