PUBLIC SECTOR | INQUIRY AND COMPLAINT MANAGEMENT

Resident Inquiry and Complaint Management

A large regional government introduced a connected service environment for resident enquiries, complaints, information requests and service requests.

Engagement at a Glance

Organization

Large regional Canadian government

Industry

Public Sector

Solution

Complaint Management, Inspector Access, Online Intake

Platforms

Experience Cloud, Hansen, OmniStudio, Power BI, Salesforce Service Cloud

OUTCOMES AT A GLANCE

A connected experience designed around the business need

Created a common environment for multiple resident-interaction types

Connected online forms, agents, inspectors and automated communications

Migrated operational data and integrated enterprise reporting

ENGAGEMENT OVERVIEW

Understanding the organization and the scope

Organization Profile

The organization receives resident interactions through digital and assisted channels and coordinates service activity with agents, inspectors and operational systems.

Engagement Scope

Implementation management for Service Cloud, Knowledge, Experience Cloud and OmniStudio, including forms, agent console, inspector access, communications, Hansen migration and Power BI integration.

THE CHALLENGE

What needed to change

Different resident-interaction types and channels needed consistent handling while supporting agents, inspectors, migration and enterprise reporting.

Business Challenge

The organization needed to manage enquiries, complaints, requests for information and service requests received online, by phone, in person and through email. Agents required a structured console, inspectors needed appropriate access, and residents needed digital forms and timely communications. Historical Hansen data and Power BI reporting also formed part of the operating environment.

Operational Impact

Separate channel and request processes could lead to inconsistent information, duplicated handling and limited visibility between service and inspection teams.

Key Requirements

Four interaction types; four intake channels; online forms; agent console; Knowledge; inspector access; automated communications; Hansen migration; Power BI integration.

THE SOLUTION

How the challenge was resolved

Service Cloud, Experience Cloud and OmniStudio connected multichannel intake with agent work, inspector access, communications and reporting.

Solution Overview

A Salesforce customer-service solution was implemented using Service Cloud, Knowledge, Experience Cloud and OmniStudio. Online forms provided structured intake, the agent console supported service personnel, and inspectors received relevant access. Automated communications supported resident updates. Existing Hansen data was migrated, and Power BI integration connected service information with enterprise reporting.

DELIVERY APPROACH

From requirements to a coordinated release

Delivery Management

Mapped interaction types and channels; coordinated portal forms, console and inspector access; managed automation and migration; coordinated Power BI integration; and oversaw testing and deployment.

Process Improvements

Standardized intake, classification, agent handling, inspector collaboration, communication and reporting across enquiries, complaints and service requests.

Platform Integration

Hansen data migration and Power BI reporting integration.

TECHNOLOGY AND ARCHITECTURE

Connected platforms supporting the solution

Salesforce Service Cloud, Knowledge, Experience Cloud, OmniStudio, automated communications and Power BI.

Experience Cloud, Hansen, OmniStudio, Power BI, Salesforce Service Cloud

Unified inquiry and complaint-management flow connecting residents, agents, inspectors and reporting.

BUSINESS OUTCOMES

What the engagement enabled

The solution created a common service environment for several interaction types, improved channel consistency, supported inspector collaboration, automated communications and connected service data with enterprise reporting.

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