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Streamlined Customer Experiences with Custom Solutions

The mission of the Office of Unified Communications (OUC) is to provide a fast, professional, and cost-effective response to emergency and non-emergency calls in the district. Created in fiscal year 2005, the OUC consolidates the emergency 911, non-emergency, and 311 call activities from the Metropolitan Police Department (MPD), Fire and Emergency Medical Services (FEMS), and customer service operations.

Industry

Public Sector

Staff

300+ Employees

HQ Office

Washington, DC

success story

Services Performed For Office of Unified Communications

  • Salesforce Implementation
  • Salesforce Integration
  • Service Cloud Voice Integration
  • AI Implementation
  • Reporting Implementation

Product Services Included

  • Salesforce Service Cloud
  • Service Cloud Voice
  • Salesforce Custom Cloud
  • NiCE

challenges

Salesforce Challenges

Office of Unified Communications experienced the following Salesforce challenges.

  • Integration with current telecom system was not seamless.
  • Recording calls was not automated due to sensitive information. CSR had to click in two places to record a call.
  • Sales teams had no call transcription capability from Salesforce.
  • Sales Management could not monitor calls from Salesforce.
  • Call analytics not captured in granular detail.
  • No ability to leverage AI to mitigate the heavy call volumes during open enrollment.

solutions

Salesforce Solutions

FormativGroup provided the following Salesforce solutions to Office of Unified Communications.

  • Implemented Service Cloud Voice with current vendor NiCE.
  • Defined dashboards for each level: leadership, supervisor/manager.
  • Implemented AI for low priority calls.
  • Automated recording by the call DNIS or IVR selection, accessible in Salesforce reporting.

results

Salesforce Results

Office of Unified Communications experienced the following Salesforce results with FormativGroup’s Consulting Services.

  • CSRs trained and monitored effectively.
  • Call/Case resolution speed went up 40%
  • Time spent on internal teams gathering reports for level: leadership, supervisor/manager went down by 90% for forecasting.
  • Calls are recorded for audit purposes, automated or with one click.
  • Call transcription significantly reduced the stress of doing multiple things for CSRs.

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Awarded, Trusted & Proven to Deliver Salesforce Results

FormativGroup has been designing and delivering customized Salesforce solutions for organizations across every industry and size. Our proven track record of success and unwavering client satisfaction make us a trusted partner for your Salesforce transformation journey. When it comes to maximizing your Salesforce investment, FormativGroup is the team that helps you move forward with confidence.

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