Our Recent
Success Stories

Go live: Jun 10, 2024

Project Description:

The State of Rhode Island Commission for Human Rights is one of the oldest state agencies in the country specializing in anti-discrimination law enforcement. They required a case management solution to help their staff effectively receive, manage, and resolve complaints and cases related to discrimination (such as race and gender) from citizens. 

In Phase 1, we developed a case management solution leveraging Salesforce Service Cloud. This solution handles the intake of complaints and the management of complainants, respondents, attorneys, and their records across various workflows, including: 

• Employment
  
• Housing
  
• Credit
  
• Public Accommodation
  
• Delivery of Services

Project Outcomes:

This system streamlines the process by capturing all relevant information (complainants, respondents, allegations), thus reducing the turnaround time for acting on complaints and speeding up the resolution process. Additionally, Salesforce Reports & Dashboards enable senior management to access desired information in real-time and more efficiently. 

In Phases 2 and 3, we successfully integrated Salesforce with the Equal Employment Opportunity Commission (EEOC) application to support functionalities such as dual filing and requests for credit (benefits).

Cloud SynApps managed to deliver another successful implementation with appreciation from the client.

• Andrew Gough, Sr. Project Manager:
  “Thank you, Team!  It was a great project working with all teams!”

• Michael Evora, Executive Director:
  “Gianluca, you have been amazing to work with!”

Go live: Jun 18, 2024

Project Description:

This project’s purpose is to develop a proof-of-concept covering functionalities of 1) Self-Service Contact Management 2) Bulk Incident Reporting 3) Public Complaints Portal so Org admins can manage contacts who are part of their organization through a user-friendly front-end interface built on Salesforce Public Sector Foundation and MuleSoft, with a middle layer connecting to an existing back-office compliance solution called the Digital Compliance Platform (DCP).  

Demonstrated Key Capabilities through this POC: 

• Easy profile creation with Ministry approval. Real-time integration of Organizations in DCP with Portal Access Request Form.
• New contract registration, Managing existing contacts in the organization.
  
• Online interface for paramedic services to submit incident reports to the ministry in bulk.
  
• View and manage submitted incidents via an online portal.
  
• Ministry field offices receive incidents submitted by paramedic services through the portal for triage and assessment.
• Allow members of the public to submit a complaint (anonymously or via registered accounts) to the ministry via the online portal.
  
• Allow registered public users to track the status of submitted complaints.
• The Ministry Investigation Services Unit (ISU) receives public complaints in the DCP back office through the portal for triage and assessment. 

Another successful implementation by Cloud SynApps with appreciation from the client

• Fabio Cinelli, Manager | Development and Maintenance:
  “Thanks for the great work your team has produced.”

• Anuj Arora, Senior Product Manager | Digital Solutions:
  “Thanks again to your entire team for the great work! The success of this POC brings tremendous value to our project.” 

Go live: Apr 5, 2024

Project Description:

AGCO was seeking professional services to resolve high-priority functional issues and assist in clearing the agreed-upon backlog of business enhancements for AGCO’s Contact Centre Solution that is currently hosted on Salesforce. 

Project Outcomes:

• Resolved all the bugs and Issues from the Production environment. 
• Enhanced the contact center solution by implementing the new features and functionality.
  
• Streamlined the Amazon Call center telephony flow as per the business requirements.
  
• Enabled and configured Chat functionality on the AGCO website.
  
• Implemented process flows to streamline the business processes. 

Our work with AGCO reinforced our Core Value of ‘Customer Delight’ with an appreciation email from the client and a Phase 2 to materialize soon. 

Savri Shetty | Digital Product Planning | Business Optimization and Insights | I&IT | AGCO:

“I just wanted to to relay that last evening, with CSA’s support, we had a successful implementation of changes and updates to production environment for the Contact Center solution . This essentially brings us to the end of this current engagement and all that we could implement, with the business’s nod of approval. 

I can’t stress enough on the appreciation that I (and my peers) have for Saurabh, Navneet and Sourabh.R for all the professionalism and support they have demonstrated from day one. They have been responsive, articulated, patient and proactive, where possible, to all of our asks and questions. The quality of work delivered to us has been consistent and high. I can vouch that when the vendor-fit isn’t good, works can derail and that wasn’t certainly the case here. You folks know your stuff very well.

Thank you and stay tuned! “

Go live: Jun 12, 2024 

Project Description:

To enhance the existing natural resources information on  

• Interactive forms
  
• Petroleum functionalities
  
• Modelling Inspections and Checklist functionality  

Key Capabilities:

Enhanced Natural Resources Information:

• Interactive Forms
  We have introduced new interactive forms to simplify data entry and improve user experience. These forms are designed to be more intuitive and user-friendly, ensuring accurate and efficient data collection.
  

• Petroleum Functionalities Enhancements to petroleum-related functionalities have been implemented, including better management of petroleum well licenses and the automation of license document generation. These improvements aim to streamline the licensing process and provide clearer representations of licensed sites. 

• Modelling Inspections and Checklist Functionality

  New functionalities for modelling inspections and checklists have been added. These tools are designed to help users conduct thorough inspections and ensure compliance with regulatory standards, enhancing overall resource management. 

Client Appreciation 

Kevin Lesser, Senior IT Project Manager:
“Appreciation to the entire team for their dedication, expertise, and collaboration in making R6 a success. Looking forward to continuing the team’s great work as we move into R7!”

Go live: Feb 07, 2024

Project Description:

The Government of Ontario passed amendments to the Employment Standards Act, that would, if proclaimed, create a Temporary Help Agencies (THA) and Recruiter Licensing system in Ontario. The Ontario Ministry of Labour, Immigration, Training & Skills Development (MLITSD) needed a licensing application and processing system for THAs and recruiters – which is an online, end-to-end digital channel for self-service and an internal case management system for processing and publishing licenses. Cloud SynApps was engaged to acquire, configure, customize, and implement the Salesforce SaaS solution for the ministry.

Project Outcomes:

• Efficient, real-time collaboration with THAs/Recruiters.
• THAs and recruiters apply for a license, including payment of fee.
• ODS & AODA compliant processes and system.
• Successfully implemented multiple integrations (Public Secure, CC Pay, Azure AD, MLITSD CM360 (Client’s Internal System)).
• Improved customer experience.
• Automatic workflow process generation to track and manage the various stages of the case end-to-end.

Cloud SynApps managed to deliver another successful implementation with an appreciation email from the client.

Carmel Anandarajah from MLITSD says:

“As we wrap up THA, I wanted to express my gratitude. It has been a pleasure working with the CSA team, and especially you.

I appreciate back in the summer of last year you being patient with me as I jumped in to take over CSA and throughout our chat and the project being very thorough, detailed, and transparent.

At first, when I took on THA and it being my second Salesforce project, I was concerned, it would be a rocky road, but the CSA team had been wonderful to work with, and it was a great collaboration on all accounts. THA has had its challenges, but the team together did a fantastic job delivering and all parties are very happy and proud of the work done.”

Go live: Jan 08, 2024

Project Description:

The City of Kalamazoo needed a ‘Case Management Application’ to track complaints & requests from Kalamazoo citizens to provide a higher quality constituent experience. Cloud SynApps took this challenge and did a thorough analysis of the requirements at hand and delivered a ‘Case Management Application’ that fulfilled the City’s current needs with capabilities that are scalable for future requirements.

Project Outcomes:

• Complaint management.
• SLA tracking and monitoring.
• Knowledge Management for 311 Staff – right information at hand while addressing cases.

Living by one of Cloud SynApps’ core values ‘Customer Delight’, we delivered a successful implementation with appreciation and a 5-star rating from the client on AppExchange.

Go live: Jan 17, 2024

Project Description:

The Region of Peel (RoP), in partnership with Cloud SynApps, embarked on a transformative journey in DevOps by implementing COPADO DevOps solution. During its execution phase, the RoP team expanded the scope by incorporating Copado Robotic Testing (CRT) services licenses.

Project Outcomes:

• Copado implementation streamlined DevOps processes at RoP, fostering enhanced efficiency and collaboration across the organization.
  Following the successful implementation, the RoP team is currently collaborating with us for additional work, focusing on integrating Application Lifecycle Management (ALM) services, specifically integration of RoP’s primary ALM-AzureDevOps, with Copado and also update the GitHub Repo.