CentralSquare Technologies is the leading provider of public-sector software in North America. With more than 40 years of dedication to the public sector, today they serve over 8,000 customers.
Recent acquisitions and growth require CentralSquare to simplify lead management to deliver efficient service at scale.
As a leader in public-sector software, CentralSquare’s mission is clear: to support first responders and public administrators in creating safer, smarter communities. Their innovative software streamlines emergency response, enhances public safety, and optimizes municipal operations, empowering agencies to deliver vital services efficiently and effectively. As CentralSquare scaled through strategic acquisitions, their growth brought new opportunities to enhance efficiency, and they recognized the need to address the challenges of disconnected systems in their lead management and follow-up processes.
The Business Development Representative (BDR) team had been manually qualifying and nurturing leads submitted through their website, but as inquiries increased, they became more difficult to manage. Without automation, BDRs spend a significant amount of time on manual tasks that pull them away from higher value work. Managing customer interactions across multiple channels — such as website forms, chat, and follow-up scheduling — slowed response times and made it hard to engage prospects quickly and personally.
At the same time, CentralSquare’s customer support operations faced similar inefficiencies. Without automated transcription for call recordings, reps and managers struggled to analyze conversations quickly, extract key insights, and capture important details or coaching opportunities. Like the sales team, support reps also had to switch between multiple systems to access customer information, which slowed response times and reduced efficiency. As a software solutions provider, CentralSquare recognized that an integrated solution could address these challenges by streamlining workflows and using AI to boost productivity and improve customer experiences.
Agentforce will help scale growth without adding headcount.
CentralSquare wants to optimize sales and lead management efforts and help its people work more efficiently without adding more employees, and Agentforce — the new agentic layer on the Salesforce Platform — is the digital labor solution to get there. Soon, Agentforce will drive the initial stages of customer engagement by taking on tasks like managing website chats, answering inquiries, qualifying and triaging leads, and scheduling follow-ups for sales reps.
Agentforce routes leads based on criteria established in the builder and setup experience, ensuring each lead is directed to the most suitable product or team. Because CentralSquare offers a range of products that may overlap in functionality, Agentforce assesses factors such as the size of the prospective agency to determine the best fit. This streamlines the sales process, accelerates the sales cycle, and ensures leads are directed to the right team for further engagement, enabling BDRs to focus on high-value opportunities with the greatest conversion potential.
CentralSquare sees Agentforce as the next step in its AI evolution, enabling a digital workforce to resolve entire cases autonomously. This advancement will free up teams to focus on complex tasks while driving greater efficiency and scalability.
“Salesforce’s integrated AI tools, like Agentforce, combined with the unmatched power of its platform, make them more than a partner — they’re a catalyst for our transformation," says Namita Jinal, CIO of CentralSquare. "Together, we’re not just preparing for the future — we’re defining it, one innovative solution at a time.”
Salesforce’s integrated AI tools, like Agentforce, combined with the unmatched power of its platform, make them more than a partner — they’re a catalyst for our transformation. Together, we’re not just preparing for the future — we’re defining it, one innovative solution at a time.
Namita JinalCIO, CentralSquare
Service Replies and Service Cloud Voice cut call handle times by 10% and boost productivity by 25%.
Service Replies enhance customer support by enabling reps to respond faster and more accurately to common inquiries. This AI-powered feature provides pre-written, contextually relevant response suggestions based on the customer’s history and CentralSquare’s knowledge base. Integrated within Service Cloud, it ensures reps have access to the most up-to-date information to address customer needs efficiently while maintaining a personal touch. For example, if a customer contacts CentralSquare to ask about resolving a technical issue with their municipal permitting software, the rep sees a suggested response sourced from the knowledge base that aligns with the latest best practices. It saves the rep time and ensures accurate, consistent answers. This reduces handle times, improves first-contact resolution rates, and helps deliver exceptional customer experiences.
With Service Cloud Voice, voice interactions are integrated with case data for faster, more accurate responses. The results are transformative, enabling teams to scale efficiently while delivering exceptional service.
Supervisors at CentralSquare are crucial in stepping in to support reps during challenging customer interactions. Supervisors use real-time sentiment analysis and key-phrase monitoring to detect potential issues as they arise. If a customer’s sentiment drops or a complaint is flagged, supervisors can immediately intervene to de-escalate or guide reps. This real-time course correction has boosted first-contact resolution rates by 12% and increased supervisor productivity by 25%.
Additionally, interactive voice response (IVR) workflows — which use automated menus to guide callers through options or gather information — can be updated in real time. These menus act as virtual assistants, routing calls to the right department or collecting details like case numbers before a rep gets involved. For instance, if a customer calls with an issue or question about the Public Safety Records Management Application, CentralSquare can leverage its unified customer view to personalize the help options, ensuring the caller receives more relevant and targeted support. This ability to tailor the experience helps improve both the speed of resolution and overall customer satisfaction. IVR menus can be adjusted to prioritize urgent requests, allowing CentralSquare to address shifting customer needs without downtime. This flexibility contributes to a smoother experience for both reps and customers, helping to reduce call-handling times by 10%.
Building on these efficiencies, CentralSquare has further streamlined operations with AI-driven case management, ensuring customer inquiries are routed, categorized, and resolved faster and more accurately than ever before.
AI-driven case management cuts resolution time by 20%.
To improve case management and support team efficiency, CentralSquare implemented Service Cloud’s automated case classification. This AI-powered tool uses machine learning to quickly analyze the content of customer inquiries — whether emails, chat messages, or submitted forms — and categorizes them by type, urgency, and key details; for example, the system can identify if a case is related to billing, technical support, or a feature request. This ensures cases are routed to the right team or representative, reducing delays and improving efficiency. As a result, Service Cloud automation has helped CentralSquare reduce mean resolution time by 20%, allowing reps to close more cases without increasing their workload.
Einstein Conversation Insights further enhance this by automatically generating concise, actionable summaries of customer interactions. These summaries capture key details — such as the issue, resolution steps, and follow-up actions — directly from conversation transcripts, making documentation faster and more accurate. This eliminates the need for reps to take detailed notes during calls, allowing them to focus more on the customer. Currently, 51% of CentralSquare’s reps use these automated summaries, significantly improving case documentation detail and quality and reducing the time-consuming process of synthesizing notes.
“The transcriptions help our reps focus their time talking with the customers instead of worrying about taking notes,” says Gabe Beadel, VP of Enterprise Apps at CentralSquare.
By integrating these AI capabilities, CentralSquare empowers support teams to deliver faster, more precise service, helping their customers respond to emergencies, create safer streets, and build thriving communities more efficiently.
The transcriptions help our reps focus their time talking with the customers instead of worrying about taking notes.
Gabe BeadelVP of Enterprise Apps, CentralSquare
CentralSquare chose Salesforce for its seamless integration with existing systems and its AI-powered automation, enabling it to scale operations without adding headcount. With Agentforce soon at the core of their transformation, CentralSquare will use digital labor to streamline lead management, automate customer interactions, and qualify leads — all within a unified platform. Its teams will work on high-value, strategic tasks side by side with Agentforce to provide 24/7 operations that both sell more software and elevate the service experience for every customer.
Agentforce will play a key role in achieving CentralSquare’s ambitious, near-term revenue targets by delivering personalized engagement at scale, accelerating customer interactions, and maximizing team efficiency. As CentralSquare grows, these innovations will help them reach even more public sector agencies, allowing their teams to deliver faster, smarter services that play a direct role in making communities safer and more connected.
