Case Study: Easterseals Michigan improves call center efficiency with Cloud for Good and Salesforce Service Cloud

Easterseals Michigan speeds call center response with Cloud for Good

Easterseals Michigan partnered with Cloud for Good to implement Salesforce Service Cloud to address challenges in its call center. The organization struggled with inefficient data collection, as all callers were entered into a clinical health record system regardless of need. This process was unsuitable for general inquiries or referrals. They also lacked reporting capabilities and quick access to constituent engagement history, which slowed down service delivery and hindered relationship building.

Cloud for Good implemented an integrated call center solution using Service Cloud. This included integrating with the existing phone system for caller ID pop-ups, creating case queues for efficient workload management, and establishing a Salesforce knowledge base for staff. The solution resulted in a dramatically increased response time and a holistic organizational view of all constituents. This allowed Easterseals Michigan to build stronger trusting relationships, report on community needs, and improve collaboration with referral partners.

Easterseals Michigan