Case Study: Town of Cary achieves a connected, citizen‑first community with Salesforce

Town of Cary - Customer Case Study

Cary, a town of 162,000 in the Raleigh–Durham area, needed to deliver on its mission to enrich residents’ lives by creating exceptional services and experiences. Faced with rising expectations for seamless digital interactions, the town set out to meet citizens “where they are” — from text messaging and smart speakers to traffic apps — and to continuously improve services without creating extra friction for users.

Cary rolled out cloud‑based pilots on a unified Salesforce platform: an Alexa skill for service requests, IoT‑connected stoplights that trigger multi‑channel alerts, Waze and texting integrations (LiveMessage) with photo uploads, all feeding into Service Cloud case management. The integrated approach sped response times, routed the right field teams, streamlined front‑to‑back operations, and created a 360° citizen view that improved service quality, reduced costs, and made interactions nearly seamless for residents and staff.

Town of Cary

Nicole Raimundo

Chief Information Officer