Modernise Case Management
Unlock agent productivity with case insights and AI-powered automation with case management software designed for public sector.
Increase productivity and resolve cases faster.
Say bye to siloed systems with case management software to streamline complex processes, boost employee productivity, and transform customer experiences. Find smarter, more efficient ways to manage cases; ensuring your government agency operates at its best, delivering unparalleled service to customers.
Unlock insights with connected data.
- Break down information silos. Connect data from legacy and third party systems and speed up digital transformation across your entire organisation.
- Make smarter decisions with comprehensive insights. Get real-time case information, including status, trends, and performance metrics when you need it.
- Enhance mission-critical operations. Extend your own APIs to power intra-agency facilitation, streamline data entry responsibilities and reduce errors from manual processing tasks.
Do more with AI and automation.
- Enhance case classifications. Boost efficiency by using Einstein to analyse previous cases, automate new data entry, classify cases appropriately, and route them to the right agent or queue.
- Establish next best actions. Give agents the right recommendations, right when they need them. Guide agents with AI-generated suggested actions crafted from your trusted data.
- Utilise bot builder. Launch a chatbot that integrates with your Salesforce data in a few clicks. Automate routine tasks — like providing common answers or performing typical processes — and help your team do more.
Build on a trusted platform.
- Establish security and compliance. Ensure the highest levels of security and compliance with industry standards, protecting sensitive government data and maintaining the trust of citizens.
- Improve reliability and uptime. Rely on a platform with robust infrastructure, minimising downtime and ensuring that government operations run smoothly without interruptions.
- Utilise a proven solution. Choose a case management solution with a proven track record in government, offering reliability, stability, and the assurance that your operations are built on a trusted foundation.
Complete your case management solution with the following Salesforce products:
Service Cloud
Deliver personalised support at scale.
Experience Cloud
Create secure websites, portals, and apps with connected data – fast.
CRM Analytics
Get prebuilt, customisable public sector-specific analytics.
Slack for Public Sector
Slack is a secure space to connect your team, tools and data with the contractors, nonprofits and government agencies you work with every day.
Inter-agency collaborations such as these aren’t often seen in government, but it goes to show we are more alike than we are different."
Jerry HingtgenSoftware Development Delta Branch Chief, US Department of Agriculture, Rural Development
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Government Case Management FAQ
Salesforce Case Management software helps government agencies manage customer interactions across channels, from self-service and phone to messaging and email. It supports the full case management lifecycle by integrating critical data points from multiple systems into a single, secure platform.
When choosing case management software, consider factors like your business needs, scalability, and integration capabilities. Understand the features offered and see success plans, trial different options, and prioritise solutions that align with your specific requirements.
At Salesforce our #1 value is Trust. Our solutions are built on a trusted platform that is designed to meet unique compliance needs for government agencies and contractors. Learn more about our commitment to compliance here [https://compliance.salesforce.com].
The government customer experience plays an essential role in fostering pubic trust, satisfaction, and engagement with government services and programs. By prioritising the needs and preferences of the public, governments use Salesforce case management software to deliver more effective services that meet the expectations of the public and their stakeholders.