Case Study: Reconnect Mental Health achieves fast client self-service and transparent request tracking with Magentrix

Reconnect Mental Health Connects Clients with a Magentrix Self-Service Portal

Reconnect Mental Health, a mid-sized organization that runs Shared Services for 130 community health organizations in Toronto, needed a way to give clients visibility into the status of requests tracked in Salesforce Cases. Clients could not monitor progress themselves, forcing the Reconnect project management team to provide manual updates during high demand and creating uncertainty and frustration. To address this, Reconnect selected the Magentrix self-service portal, requiring a user-friendly interface, Salesforce integration, and a private Knowledge Database.

Magentrix implemented a configurable portal that integrated with Reconnect’s Salesforce Cases and housed a private Knowledge Database; the team had a working pilot in only one week thanks to Magentrix’s ease of use and support. Early results include positive client feedback on usability, reduced need for manual status updates, and easier sharing of information and quotes by the project management team — outcomes Reconnect attributes directly to Magentrix.

Reconnect

Jennifer Wilkie

Director of IT and Shared Services