Case Study: Colorado Department of Public Health and Environment achieves faster, more efficient service with Salesforce

Colorado Health Care Policy and Financing’s Investment in a Digital Contact Center Is an Investment in Its Mission

Colorado Department of Public Health and Environment, through its sister agency Colorado Health Care Policy and Financing, needed a better way to handle a growing volume of Medicaid-related calls, emails, and inquiries as ACA-driven demand increased. Its old Access-based contact center could not scale well, and the team wanted a more modern, customer-centered approach to support service goals and new legislation.

Salesforce implemented a new digital contact center built on Salesforce Service Cloud in just three months. The solution unified data, automated ticket routing, and added self-service and chat capabilities, helping agents work far more efficiently: one process dropped from seven minutes to seven seconds, average call time fell from 12.5 minutes to six minutes, and call abandonment decreased from 54% to 12%.

Colorado Department of Public Health and Environment

Larry Wolk

Executive Director and Chief Medical Officer