Transcription
Call Centers & Case ManagementModernization Through Salesforce
About VertibaAGENDAThe Use CaseWhy SalesforceCall Center Use CaseCase Management Use Case
About VertibaA Platinum Salesforce 0% of team areSalesforce certified130 5 Star Reviews, #1 onAppExchange1,000s of projectscompleted. All on theSalesforce platformValuePath*, our Agile,Collaborative Community forfull transparencyHundreds of ViP assets andindustry focus in PublicSector, Financial,Healthcare, and TechnologyVertiba is a Platinum-level Salesforce consulting partner and part of the Publicis.Sapient platform of companies. With 1,000 projectsunder our belts, a focus on Public Sector Use Cases and more Five Star reviews on the Salesforce AppExchange than any otherconsulting partner, you can trust us to deliver for you.
Call Centers & Case ManagementDefining the Use CaseCall CenterA call center is a centralized office used for receiving ortransmitting a large volume of requests by telephone. Aninbound call center is operated to administer incomingsupport or information enquiries from consumers.Case ManagementThe identification and collaborative process for resolving arequest, issue or inquiry. Case management of anindividual(s) serves as a means for achieving wellness andautonomy through advocacy, communication, education,identification of service resources and service facilitation.
Why Leverage SalesforceTangible Process ImprovementsConsolidated Case InitiationWorkflow and ApprovalAllow for multiple points of initiation of a inquiry, request orissue.Use workflow to streamline and automate processes.Approvals enable consistent documented complianceDynamic RoutingData Field ManagementRouting based on available information to optimize resolutionand overall process efficiencyKey field-level configurability to track changes, limit visibility/editability and dependency across multiple fieldsKnowledge CenterEnable users with acute and common issues resolutions forconsistency, competency and productivityCentralized DocumentationAll related information from active and historic recordsconsolidated in one location13
Why Leverage SalesforceTangible Process ImprovementsAnalyticsAgilityUsing Self-service analytics, instantly slice and dice data onany device, without waiting for IT or analysts. Reports &Dashboards are designed to provide a better understandingof processes and outcomesAs processes change and evolve, make necessary changeswithout heavy development or impact. Continuousimprovement over time.13
DenverConnect (311)
Call Center Use CaseDenverConnectClientCity & County of Denver (311, Denver International Airport, Denver Human Services)Use Cases As a CCD contact center, increase customer satisfaction through increasing first call resolutionAs CCD Technology Services, enhance cross-agency collaboration and content managementKey Goals Enhance efficiency and accuracy in our average speed of answer and responsivenessSimplify searching, locating addresses and gaining access to informationEstablish a cloud technology platform that can be extended in the futureSimplify maintenance by Technology Services, allowing them to focus more on CCD businessneeds rather than maintaining technical infrastructureTechnologyService Cloud (Console, Live Agent, Social Customer Service, Email2Case, CTI)Visualforce, Apex, Process Builder Flow, Single Sign-On, ArcGIS JS Map Library, ANT, SQL (data)AppExchange: Non-Profit Starter Pack, Coveo, CloudingoClient (on Prem): Oracle EBS (middleware) / PocketGov (portal) / Accela / Chameleon / ArcGIS (ESRI)13
Implementation ArchitectureDenverConnect 3 call centers 1M Constituents 475 Agents 20 IntegrationsResident PortalApps Knowledge CTI SMS-to-CaseKnowledgeService OrdersOn-PremCIS
Staged RolloutDenverConnectIntegrations:End Users:October 1DIA Soft LaunchOctober 16DHS Call CenterOctober 19DIA Full LaunchIncludes SMSNovember 16311 & CCDAgenciesIDM / SSOEmail to CaseNo newintegrationsLive AgentWeb to CaseSMSAccelaChameleonPocketGov3 250 20 20013
Issue Templates & Issue QuestionsCase Management - IntakeDenverConnectVFP for CaseIntake TypeBusiness Use Case 2500 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 templateTechnologies / Solution Custom Case Intake / Questions VFP Configurable Issues & Questions in Custom Objects Workflow & Process Builder Flows to set Caseattributes Routing Rules & Process Builder for Case RoutingCustomObjects forConfiguringIssues11
Knowledge - Federated Search (Coveo)De-Centralized ContentBusiness 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 & email any articles to customer Analytics for knowledge usage and gapsTechnologies / Solution Coveo AppExchange app– Console Side Panel VFP - Side Panel for Case Intake SFDC KnowledgeDenverConnectFullCoveoSearchCase Intake Custom SidePanel
Location ValidationCase Geolocation / Address Validation / GIS Map LayersDenverConnectBusiness Use Case Validate incident location (Denver Address Db) Map location on Case Overlay Denver GIS Layers on mapTechnologies / 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 app13
Adult Protective Services
Adult Protective ServicesColorado Department of Human ServicesAdult Protective Services (APS) aresocial services provided to abused,neglected, or exploited older adults oradults with significant disabilities.These APS agencies receive reportsof at-risk adults, conductinvestigations into the allegations, andimplement services to prevent furthermistreatment.thezero
Case Management Use CaseColorado 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
Case Management ProcessColorado Department of Human ServicesStage 3: Case-ManagementStage 1: IntakeStage 2: AssessmentAbuse has beenconfirmedField a call and fill outan intake formScreenersNoAssignedCaseworkerInitial assessmentCase EvaluationSupervisors/AssessorsNot applicableCase ClosedProvide/recommendapplicable servicesReassess to confirmsafety improvementNoImproved
Form CompletionColorado DHSFeatures Require important fieldsAllow Screeners to jump aroundduring callsCreate & connect all objectrelationships immediately
Mobile Assessment FormsColorado DHSFeatures Mobile-friendlyEase-of-use: pick lists, checkboxes, & apply all optionsRequired fields to ensurecomplete assessmentOffline Capability
Comprehensive Relationship TrackingColorado DHSFeatures Connect all objects to a casenumber Map clients relationships toresources, support systems, &alleged perpetrators
“Vertiba used force.com and standard salesforce to build custom applications andfunctionality. Their expertise in salesforce and with force.com combined with theirunderstanding of aps, allowed them to make suggestions for functionality thatimproved our initial design and vision.They worked quickly, allowed ample opportunity for us to request changes to theirinitial design, and completed the project on time and on budget.”– PEGGY ROGERS, CDHS ADULT PROTECTIVE SERVICES
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 emails notifications Automatically calculates risk during of intake Continuing Education Tracking Custom formulas set Risk & Safety scores Quantifiable Impact Reporting and Tracking
Thank You.Get in arriagavertiba.com
Case Geolocation / Address Validation / GIS Map Layers. Business Use Case Validate incident location . VFP for address validation & search WebService integration to Denver ArcGIS/DAD .
