Case Study: Large U.S. Government Agency modernizes CRM and scales in 48 hours with TTEC and Salesforce Service Cloud

Large U.S. Government Agency - Customer Case Study

TTEC helped a large U.S. government agency replace an outdated, proprietary CRM after it ended a relationship with its prior outsourcing provider. The agency needed a modern solution that could support a healthcare-focused contact center, improve reporting and communications, and scale quickly during emergencies without interrupting service.

TTEC designed and delivered a new CRM from scratch in 90 days, implementing Salesforce.com Service Cloud CRM technology and fully integrating it with the agency’s desktop and government service systems. The result was zero data loss, no service disruption, richer reporting, and a much more flexible operation that proved its value when the agency trained and deployed 25 additional associates in just 48 hours instead of up to a month.