Summary

MuniPaaS is your premier partner for implementing Service Cloud solutions, specializing in delivering tailored services specifically designed for government entities. With a deep understanding of the unique needs of public sector organizations, we excel in implementing a wide range of Service Cloud features, including Case Management, Knowledge Management, Omni-Channel Support, Service Console Customization, and more.

Service Included

  • Case Management Customization: We tailor Service Cloud's case management capabilities to meet the specific requirements of government agencies, ensuring efficient handling and resolution of citizen inquiries and service requests.‍
  • Knowledge Management Optimization: Leveraging Service Cloud's knowledge management tools, we empower government organizations to centralize and distribute information effectively, enabling constituents to access accurate and timely assistance.‍
  • Omni-Channel Support Configuration: Our experts configure Service Cloud's omni-channel support features, allowing government agencies to engage with citizens seamlessly across multiple channels, including email, phone, chat, and social media.‍
  • Service Console Customization: We customize the Service Console interface to align with the unique workflows and processes of government agencies, providing agents with a unified view of citizen interactions and case details.‍
  • Integration with Government Systems: Through seamless integration with existing government systems and databases, we ensure that Service Cloud serves as a centralized hub for managing citizen interactions and accessing relevant information.

Benefits

  • Efficient Citizen Service: Our Service Cloud implementations streamline citizen service processes, enabling government agencies to respond to inquiries and service requests promptly and effectively.
  • Improved Citizen Satisfaction: By providing citizens with access to timely and accurate information and support, our solutions enhance satisfaction levels and foster trust in government services.
  • Enhanced Agent Productivity: With customized service console interfaces and optimized workflows, our implementations empower agents to work more efficiently and effectively, leading to faster case resolution and increased productivity.
  • Data-Driven Insights: Leveraging Service Cloud's reporting and analytics capabilities, government agencies gain valuable insights into citizen interactions and service trends, enabling data-driven decision-making and continuous improvement.
  • Scalability and Flexibility: Our Service Cloud solutions are designed to scale and adapt to the evolving needs of government agencies, ensuring long-term value and investment protection.

Working process

Our unique Salesforce onboarding process is designed with pre-build templates and accelarators specifically designed for municipalities.

1

Vision and Planning

The process begins by thoroughly understanding  your KPIs, Priorities, Change Management Impacts and Staffing.

2

Current State Discovery

Assess your existing Infrastructure, Process Integrations and Compliance Requirements.

3

Implementation and Onboarding

Build Integrations, Onboard Services, enable features using Iterative Agile Methodology.

4

Training, Migration and Support

Train Users, Train Admins and Empower your Staff on the platform while providing white-glove support options.

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Company
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Services
Salesforce Managed Services
Business Process Mapping
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Salesforce for Public Sector
Salesforce Service Cloud
Mobile App Development
Data Analytics and Insights
Solutions
Citizen Portals, 311 & Customer Service
Economic Development & Grants
ePermitting & Licensing
ByLaw & Code Enforcement
Public Consultation & Citizen Engagement
Zoning & Development Approvals
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