Cutting case resolution time by 38% for a public services provider
Service Cloud rebuilt around how caseworkers actually work, with omni-channel routing and a knowledge base people use.
- 38%
- faster case resolution
- 11yr
- of history migrated
- 94%
- user adoption at 90 days
The challenge
Caseworkers were working across three systems and a shared mailbox. Nobody could say how many cases were open, and the same resident was regularly contacted twice by different teams.
What we did
We rebuilt Service Cloud around the real case process, introduced omni-channel routing with skills-based assignment, and migrated eleven years of history. A knowledge base was written with the caseworkers rather than for them.
The outcome
Average resolution time fell by more than a third within two quarters. Duplicate contact effectively disappeared, and the team now runs its own reporting without raising a ticket.
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