Customer Experience

Simplify engagement to better serve residents, businesses, and stakeholders.

 
 

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

 
Digital experiences provide a complete view of customer interactions and allow agents to act fast when problems arise. With cloud capabilities, you can efficiently manage contact centers, self-service options, and more.
 
  • Close cases faster with a unified view of customer data to streamline workflows and unify the help desk experience
  • Exceed expectations by delivering personalized service across any channel while providing full transparency
  • Create a self-service portal that lets customers track their cases online and get critical notifications
  • 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. Integrate 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.

Automated workflows, AI, customizable chatbots, and easy-to-use self-service portals, free your agents to focus on more complex cases. Customers can often resolve inquiries with knowledge articles or jumpstart an application process — all without contacting a customer service agent.
 

Deliver valuable communications at the right moment.

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

This Forrester report will help you see a path to cost savings and business benefits through faster case resolution.

 

The City of Chicago delivers government services with greater efficiency.

 

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.
 

Ready to talk?

We’ll help you set up a strategy to ensure mission advantage at all times.