The County’s Contact Center manages inbound calls from separate phone lines for the Treasurer, Assessor, Recorder, and Elections, and is often the first point of contact for residents and voters. Agents search for information using a variety of sources, provide information to callers, email requests to the appropriate departments, and coordinate follow-up with callers, as needed.
Given the extent of the manual effort involved in managing each call and tracking outcomes, the County needed to offload a portion of the calls by incorporating web chat into the service center, including integration with existing systems.
Specifically, the County had identified the following key objectives for its Customer Relationship Management (CRM) and Computer-Telephony Integration (CTI) implementation:
In this engagement with the County, AST has completely transformed communication between the County and its citizens. Using the flexibility of the Salesforce platform, manual message routing has been eliminated, call center productivity has increased by about 30%, and intelligent automation provides information to callers much more quickly.”
Keith Lovegrove Regional Director, AST LLCIn this engagement with the County, AST has completely transformed communication between the County and its citizens. Using the flexibility of the Salesforce platform, manual message routing has been eliminated, call center productivity has increased by about 30%, and intelligent automation provides information to callers much more quickly.”
Keith Lovegrove Regional Director, AST LLCAST’s history of successful modernization within State and Local Government made it the ideal partner for this engagement. Salesforce Service Cloud, integrated with the County’s phone system, has improved the operational efficiency of call center agents, and allows an omnichannel experience for citizens. Intelligent automation supports agents by quickly retrieving caller information and history, and attaching the appropriate documents to outbound emails based on case categorization.
The County’s partnership with AST has resulted in the following service improvements:
AST’s implementation of Salesforce at the County’s Contact Center has improved operations, enhanced engagement with citizens, and modernized communication using a scalable platform, intelligent automation, and key integrations for a truly seamless experience.
