Customer Experience

Get a comprehensive view of each customer interaction that enables agents to act fast when problems arise. Digitise records and key information from multiple systems to create a single source of truth for faster service response.

Offer anytime digital access to government services, benefits, and support with Customer 360.

Digital experiences provide a complete view of customer interactions and allow agents to act fast when problems arise. Configure key information related to records with capabilities from the world’s most trusted CRM, like case management, contact centres, self-service, and more.
  • Close cases faster with a unified view of customer data that helps to streamline workflows and unify the help desk experience
  • Exceed expectations by delivering personalised service across any channel while providing full transparency
  • Create a self-service portal that lets customers track their cases online and get notifications about critical status updates
  • Engage with customers by managing communications more efficiently

Reimagine the way you deliver critical services and information.


Create a single source of truth.

With fast implementation, automatic updates, and data in the cloud, you’ll have case data and related interactions in a searchable, secure platform. Salesforce Customer 360 integrates data and intelligence across multiple systems in a single location, so employees can manage the entire case management lifecycle — from initial contact to resolution.

Streamline access to applications, help, and information.

Salesforce offers easy-to-use self-service portals and customisable chatbots. Customers can often resolve inquiries with knowledge articles or jumpstart an application process without contacting a customer service agent. Automate workflows and reduce call volume with AI and chatbots that free agents to focus on more complex cases.

Build applications quickly for rapid emergency response and better service delivery.

Create custom cloud apps fast through our intuitive drag-and-drop UI, then deploy them on any device. Collaborate across agencies and departments by seamlessly connecting legacy systems with standard APIs.

Texas Department of Information Resources demonstrates 25 custom applications built on the Salesforce Platform.

As a pioneer of software as a service (SaaS), the Texas Department of Information Resources (DIR) developed and demonstrated more than two dozen custom apps — inspiring the rapid deployment of cost-saving automated workflows throughout the state.

Deliver valuable communications at the right moment.

Better understand stakeholders so it’s easier to engage and personalise their experience on their preferred channels. Outreach and service tied to your organisation’s social accounts help you gain relevant feedback across your reporting — and it’s available from the office or on the go with the Salesforce mobile app.

New BCG and Salesforce report: The Trust Imperative: This time it’s personal


Ready to learn more about Public Sector solutions?