Call Centers & Case ManagementModernization Through Salesforce

AGENDA

About VertibaThe Use CaseWhy SalesforceCall Center Use CaseCase Management Use Case

About VertibaA Platinum Salesforce Partner

Trusted100% of team are

Salesforce certified

Reliable130+ 5 Star Reviews, #1 on

AppExchange

Proven1,000s of projects

completed. All on the Salesforce platform

TransparentValuePath*, our Agile,

Collaborative Community for full transparency

ExpertiseHundreds 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.

Call Centers & Case ManagementDefining the Use Case

Call CenterA 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 ManagementThe 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.

Why Leverage SalesforceTangible Process Improvements

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Consolidated Case InitiationAllow for multiple points of initiation of a inquiry, request or issue.

Dynamic RoutingRouting based on available information to optimize resolution and overall process efficiency

Knowledge CenterEnable users with acute and common issues resolutions for consistency, competency and productivity

Workflow and ApprovalUse workflow to streamline and automate processes. Approvals enable consistent documented compliance

Data Field ManagementKey field-level configurability to track changes, limit visibility/ editability and dependency across multiple fields

Centralized DocumentationAll related information from active and historic records consolidated in one location

Why Leverage SalesforceTangible Process Improvements

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AgilityAs processes change and evolve, make necessary changes without heavy development or impact. Continuous improvement over time.

AnalyticsUsing 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

DenverConnect (311)

Call Center Use CaseDenverConnect

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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, 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)

Implementation Architecture DenverConnect

• 3 call centers

• 1M+ Constituents

• 475 Agents

• 20 Integrations

• Knowledge

• CTI

• SMS-to-Case

On-Prem

Apps

CIS

Resident Portal

Knowledge

Service Orders

Staged Rollout

13

October 1DIA Soft Launch

IDM / SSOEmail to Case

3

October 19DIA Full LaunchIncludes SMS

Live AgentWeb to Case

SMS

+20

October 16DHS Call Center

No new integrations

+250

November 16311 & CCD Agencies

AccelaChameleonPocketGov

+200

Integrations:

End Users:

DenverConnect

11

Issue Templates & Issue Questions

Business 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 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

VFP for Case Intake Type

Custom Objects for Configuring

Issues

Case Management - IntakeDenverConnect

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 & email 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

Full Coveo Search

Case Intake -Custom Side

Panel

De-Centralized ContentDenverConnect

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Case Geolocation / Address Validation / GIS Map Layers

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

Location ValidationDenverConnect

Adult Protective Services

Adult Protective ServicesColorado 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.

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• 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 Use CaseColorado Department of Human Services

Stage 2: AssessmentStage 1: IntakeStage 3: Case-Management

Case Management ProcessColorado Department of Human Services

Field a call and fill out an intake form

Screeners

Abuse has been confirmed

Case Evaluation

Supervisors/Assessors

Not applicable

No

Case Closed

Assigned Caseworker

Initial assessment

Provide/recommend applicable services

Reassess to confirm safety improvement

Improved

No

Features• Require important fields• Allow Screeners to jump around

during calls• Create & connect all object

relationships immediately

Form CompletionColorado DHS

Features• Mobile-friendly• Ease-of-use: pick lists, check

boxes, & apply all options• Required fields to ensure

complete assessment• Offline Capability

Mobile Assessment FormsColorado DHS

Features• Connect all objects to a case

number

• Map clients relationships to resources, support systems, & alleged perpetrators

Comprehensive Relationship TrackingColorado DHS

“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

Features

• VisualForce intake forms and processes

• Required fields and validation rules

• Chatter Feed for Collaboration and Capture

• Automatically calculates risk during of intake

• Custom formulas set Risk & Safety scores

• Reporting and Tracking

• Custom reports and dashboards

• Point-and-click report builder

• Alerts and emails notifications

• Continuing Education Tracking

• Quantifiable Impact

&

Get in touchJoseph.arriaga@vertiba.com 210.240.0978 vertiba.com/josepharriaga

Thank You.