The Office of the Cook County Treasurer manages more than 16,000 applications for refunds caused by tax overpayments and missing property tax exemptions every year. The County struggled with costly and time-intensive manual processes, disparate and antiquated systems, and ineffective communication with taxpayers. The Office of the Treasurer needed a modern solution to integrate with its back-office system to streamline the process of applying for and managing refunds.
The Office had the following objectives for the modernization of its systems and processes:
Filing for refunds just became easier, and for good reason. Because of the pandemic, the new normal may be that people can't visit government offices to submit documents or get answers to questions about their tax bill in person. So, we'll let them 'visit' from home.
Maria Pappas Treasurer, Cook County, ILFiling for refunds just became easier, and for good reason. Because of the pandemic, the new normal may be that people can't visit government offices to submit documents or get answers to questions about their tax bill in person. So, we'll let them 'visit' from home.
Maria Pappas Treasurer, Cook County, ILAST implemented Salesforce Service Cloud, integrated critical systems, and enabled process automation, resulting in significant time and cost savings, and providing County employees with essential access to standardized data. The solution has replaced manual processes with streamlined automation, and integration with the County’s Property Lookup system has reduced the need for employees to use multiple applications.
The Office has achieved the following objectives as a results of its partnership with AST and the implementation of this robust Salesforce solution:
AST’s expertise with the Salesforce platform has provided the County and its citizens a modern solution for managing tax overpayments, saving the County time and cost, and allowing citizens to manage their end of the process entirely from home.
