Case Study: CentralSquare Technologies improves customer self-service with OSF Digital

CentralSquare boosts case deflection for 7,500+ organizations with OSF Digital

CentralSquare Technologies, a leader in public safety and public administration software, faced challenges with its siloed and complicated customer support systems, Jive and Salesforce Customer Community. The company needed to consolidate its knowledge management onto a single streamlined platform to better serve its users. They turned to vendor OSF Digital for a solution leveraging Salesforce.

OSF Digital implemented a branded Salesforce Customer Community using Experience Cloud, Service Cloud, and Salesforce Knowledge. This solution involved migrating and restructuring data, normalizing product information, and integrating Coveo search. The result was a modern, mobile-friendly community that improved the customer experience, enabling self-service and leading to a measurable boost in case deflection for CentralSquare.

CentralSquare Technologies