Case Study: University of Vermont achieves rapid COVID case management and campus reopening with Cloud for Good and Salesforce Service Cloud

University of Vermont launches Service Cloud in 3 weeks and handles 75K+ COVID tests with Cloud for Good

The University of Vermont (UVM) needed a unified CRM system but faced an urgent new challenge with the onset of the COVID-19 pandemic: safely reopening its campus. The immediate priority became managing a high volume of COVID-related communications and coordinating a massive testing program for students, staff, and faculty. UVM partnered with Cloud for Good to implement a solution using Salesforce Service Cloud.

Cloud for Good rapidly implemented Service Cloud, enabling UVM to launch a COVID Service Center with case management and email-to-case functionality within weeks. This solution replaced an inefficient shared email inbox with a smart ticketing system that provided organization, visibility, and scalability. The results were significant; the center managed over 1,200 queries shortly after launch and facilitated the administration of over 75,000 COVID tests. Cloud for Good's solution allowed UVM to ensure campus safety efficiently and laid a foundation for the university's future CRM expansion.

University of Vermont