The end user had no visibility into their open cases. The lack of a comprehensive platform put the burden of manual updates and other administrative tasks on the internal team

SOLUTION

Enhanced Salesforce to allow the end user to seamlessly create a case via a custom dashboard

• Designed system-generated assignment of client-specific URLs to meet security requirements and directed development team to execute

• Enhanced end user ability to view open cases, provide updates, review changes, upload information, and/or close cases without the need to call or email the internal team

• Created a dashboard for the end user to easily generate case type reports and case status

• Linked specific training material pertinent to the end user

RESULTS

• Increased end user satisfaction through the ability to view and update cases independently without the need to interact with internal team

• Established ownership and self-service by shifting accountability to the end user to address and update cases

• Increased department efficiency by limiting the need for email and phone calls to the internal team