Case Study: City of Hasselt simplifies citizen services with Brightfox Salesforce Public Sector Solution

City of Hasselt unifies 80 applications with Brightfox

The City of Hasselt faced a challenge in managing its numerous administrative services, which were spread across approximately 80 separate and independent applications. This system lacked a central CRM, a unified customer database, and a process engine, making it difficult for citizens, businesses, and local associations to access services. To address this, the city partnered with vendor Brightfox to implement a digital transformation using the Salesforce Public Sector Solution and OmniStudio.

Brightfox implemented a unified Salesforce portal to streamline data and services. The solution included OmniStudio for digital engagement and document automation, and a custom framework was built for managing permits and grant proposals. This digitization significantly increased efficiency for city employees by automating processes and reduced their workload. It resulted in a more accessible and streamlined platform for the Hasselt community, successfully consolidating the previously fragmented applications into a single, scalable portal.

City of Hasselt