Salesforce commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential ROI government organizations may realize by deploying the Salesforce case management solution. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of this investment.
The Salesforce Case Management solution helps government agencies view all case data and related interactions in a searchable, secure platform. It supports the full case management lifecycle by integrating critical data points from multiple systems into a single location. With a 360-degree view of every case, service agents can effectively streamline and manage resolution workflows. Constituents have the option to self-serve, finding answers they need without ever having to pick up the phone.
To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed six government customers with years of experience using Salesforce case management solutions. The customers represent national, state, and local governments from the United States, Europe, and Asia Pacific. Learn more in this free report.
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