Page 13 - CARAHSOFT, January/February 2020

“When people engage in a proactive, positive manner, they are more likely to walk away with a feeling of trust and confidence, which is invaluable to any mission.”
other’s priorities and desired outcomes. This alignment ensures that each IT effort is tied to business outcomes and that each project from the business side is grounded in scalable, repeatable, safe best practices (i.e., no more rogue IT).
Furthermore, it’s never too early to put together a change management plan from a people and culture standpoint. Agency leaders need to communicate early and
often and have a training plan in place from the very beginning. Educating employees on the priorities helps everyone understand what’s in it for them. Making employees aware of the new technology and processes as they are being developed gives them
the confidence to handle changes. Having a chance for employees to review the technology and make recommendations fosters a sense of motivating ownership.
Lastly, it’s important to bring in qualified industry partners to help advance the project and ensure the agency’s success. This comprehensive approach will have a trickle-down effect on every aspect of transforming the customer experience.
Jenny Berarducci is the Regional Vice President of Customer Success
at Salesforce.
Learn more at Carah.io/Mission-Outcomes
The Total Economic Impact Of Salesforce Case Management Solutions for Government
Forrester interviewed six customers to determine how using Salesforce Solutions for Government Case Management provides better end user experience, drives cost efficiencies and improves mission success.
SUMMARY OF BENEFITS: Three-year risk-adjusted
$7.0M
$4.4M
$6.7M
$12.2M
169%
$1.3M
Avoided legacy system maintenance costs
<6 month
Call deflection savings
Faster case resolution for service requests
Workforce optimization
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