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Delivering Success With Sales Cloud Dynamic Case Management

industry

Industry

Non-Profit Organization

industry

Sub Industry

Legal Assistance and Advocacy

industry

Products

Salesforce Sales Cloud

industry

Services

Salesforce Development Service

industry

Location

USA

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30%

Boost in customer satisfaction

45%

Enhanced operational efficiency

35%

Optimized process flow

Overview

Jan Sahas, a non-profit organization, empowers unorganized workers by providing comprehensive information on workplace laws. The initiative strives to foster non-violence against women and children, promoting safe migration and protecting workers.

Addressing the challenges faced by unorganized sector migrant workers in India, this NGO aims to secure their working rights by providing legal assistance and advocacy. The lack of proper employment documentation hinders workers’ ability to seek help in workplace issues.

Jan Sahas is guided by five core values: Equity, Dignity, Transforming Leadership, Co-Creation, and Integrity.

Challenges

  • Complex Case Management Procedure: Handling more than 25 distinct case types and dynamically guiding field officers through questionnaires poses a substantial hurdle in maintaining accuracy and operational efficiency.
  • Flawed and disrupted workflows: Existing system bugs and inefficiencies created a challenging situation where customers bypassed essential tasks, disrupting the workflow. Inadequate customer information further complicated case management, demanding a technical solution to enforce task sequencing and improve data collection.
  • Approaching Data Loss Risks: Migrating over 250,000 records from the old CRM to the live CRM environment carries a high potential for encountering data inconsistencies and migration errors. This intricate process demands meticulous data mapping according to the newly configured CRM.

Solutions

Enhanced the existing Salesforce Sales Cloud setup by improving architecture and implementing a dynamic case management system that adapts based on the specified case type.

  • Dynamic Case Management Solution: Introduced screen flows and active forms to customize the case management questionnaire based on specific case types within the CRM. This innovation ensures that the questionnaire dynamically adjusts to the assigned case type, enabling field officers to effectively pose relevant questions to the victims.
  • Streamlined Workflow Redesign: They wanted a user-friendly interface with a standardized UI, minimized code usage, and a task-based progression system, and that’s exactly what we implemented. This secure approach ensures the evaluation and display of case history, granting specific team access and enabling assigned users to view investigation records.
  • Efficient Team Assignment by Location: We implemented automated workflows and intelligent assignment rules to streamline managing records from regions without local teams. Regularly reviewing and optimizing the centralized queue management system based on usage patterns ensures efficient operations.
  • Enhanced Reporting & Visualization: Implemented an automated data refresh system for timely updates on the home screen and improved dashboard visualization with clear multi-colored graphs.
  • Data Analysis & Cleansing Strategy: Conducted thorough data cleansing and validation before migration. Executed test migrations in a controlled environment to identify and rectify any issues, with a comprehensive rollback plan for unexpected challenges during the live migration.
  • Empowering Users with CTI Integration in Salesforce: Integrated Knowlarity CTI with Salesforce which enhanced user efficiency by facilitating the creation of cases and accessing phone calls directly within the Salesforce platform. Users can now streamline their tasks, eliminating the need to switch between disparate systems and ensuring a more centralized and productive experience.
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Benefits

  • Centralized data enhanced team productivity to the maximum.
  • The team experienced user-friendliness in the CRM, which enhanced the overall customer experience.
  • The automation and CTI Integration expedited the flow of processes.
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