Case Study: a government agency in New South Wales, Australia achieves enhanced case management with CRMIT Solutions

Government Agency in New South Wales, Australia streamlines case management for 466 cases with CRMIT Solutions

A government agency in New South Wales, Australia, faced challenges in managing client cases across a wide array of services. They needed to transfer cases to service providers according to specific business rules, achieve a unified view of all cases, and properly assess both internal and external providers. CRMIT Solutions was engaged to optimize their Salesforce platform to meet these needs.

CRMIT Solutions implemented a comprehensive Salesforce solution featuring case assignment rules, a partner portal, and a custom approval process. They developed custom objects for service provider assessment and used the Conga tool to generate contract reports. This provided the agency with a central repository for all cases, enabling faster case handling and enhanced business process automation.