Success Story
Industry
Government
Municipal Government Improves CX for 3M Residents with Digital Data Collection
50+
Digital forms in use.
48
Salesforce applications.
Overview
The municipal government of a metropolitan area with 3 million residents offers a unique landscape and rich cultural history. After the city experienced a nearly 20% population increase in recent years, the Salesforce Administrator who oversees technology processes and data organization saw the need to improve data governance with better tools that could streamline data processes and improve case management.
Siloed solutions with data discrepancies
Challenge
The government required a modernized data collection solution that would equip city and county agencies to better serve their citizens. A major concern was being able to convert from Form to Case in Salesforce. The government also required better data visibility and standardization when managing several municipal initiatives at once. Individual agencies within the area sought to eliminate manual data entry and siloed processes for uploading data.
“We needed a streamlined solution that we could replicate again and again. Using a tool like FormAssembly allows us to train or develop on just one tool and to standardize processes across multiple departments.”
A single flexible solution with data visibility
Solution
With FormAssembly and Salesforce, data collected by the local government agencies can be automatically sent and updated to the correct records, without information transfer between separate systems. Removing manual data entry tasks has helped team members gain back time and resources to spend on critical government initiatives. Digital data collection processes have also transformed the customer experience. Instead of searching for information online or making multiple phone calls, citizens can receive immediate and direct answers to inquiries through embedded web forms on the government’s websites.
Results
50+
Digital forms in use.
48
Salesforce applications.
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