Our Recent
Success Stories

Go live: November 01, 2024 

Project Description:

The State of Mississippi’s Department of Public Safety (MS DPS) required a comprehensive Inventory Management Solution to efficiently track and manage assets across the state. This solution enabled users to input asset information, monitor items effectively, and generate detailed reports on critical data. Leveraging Salesforce Service Cloud, the project included the design of a robust data model tailored to the state’s asset management needs, the development of up to five insightful reports, and the creation of a dashboard providing at-a-glance visual insights. Cloud SynApps Inc. conducted virtual training sessions, provided system and end-user documentation, and delivered session recordings, ensuring seamless adoption and ongoing operational success for MS DPS.

Project Outcomes:

• Streamlined Inventory Management: The transition from spreadsheets to a centralized CRM significantly improved inventory tracking and management. Each asset was assigned a unique identifier, ensuring all relevant data was organized and easily accessible within the system. 
• Enhanced Data Accuracy: By leveraging a CRM, the challenges of manual data entry and inaccuracies were eliminated. The system ensured consistent and accurate data, reducing errors and enhancing trust in the information being tracked. 
• Improved Reporting and Insights: Robust reporting capabilities allowed the Department of Public Safety to generate detailed insights on inventory status, locations, and dollar values. These reports facilitated data-driven decision-making and better resource allocation. 
• Roles and Permissions: Role-based permissions ensured each internal user had appropriate access levels, limiting who could view, edit, or report on data. This structure enhanced system usability, security, and user satisfaction across the department. 
• Increased Operational Efficiency: The new solution automated many aspects of inventory management, reducing manual efforts and freeing up resources for other critical tasks, ultimately boosting productivity across the department. 

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

• Kayla S Stewart, Grants Program Lead:

“Thank you again Justin for making this process a quick and smooth transaction! You made each step of the process very easy to understand and you were able to communicate easily with each one of us! So we thank you for that!”.  

• Beth Loflin, Grants and Finance Director:

“Thank you so much Justin. We are so excited about this project, getting started and getting this system rolling.”

Go live: October 01, 2024

Project Description:

Sourcewell has dedicated over 40 years of service to helping government and education entities operate more efficiently through a variety of solutions. They wanted a unified, user-friendly interface that allows grant seekers to easily access information, submit applications, and track the status of their submissions.

The Grant Seeker Portal will empower internal users with improved control and visibility over user interactions, leveraging Salesforce’s robust grant management and analytics capabilities. This integration facilitates seamless data exchange with existing systems, while the platform’s no-code/low-code tools allow for easy customization to adapt to evolving requirements. Additionally, by leveraging a modern rules engine, administrators can automate complex workflows and ensure consistent handling of applications.

Project Outcomes:

• Improved Customer Experience: An intuitive online portal and website were developed, allowing users to apply for grants at their convenience, eliminating the need for offline interactions with team members.
• Increased Efficiency and Availability: The solution significantly reduced manual efforts for both internal and external users. The system allows the team to process grants 24/7, enhancing overall productivity.
• Enhanced Data Management: The transition to an online database improved data management compared to traditional Word and Excel documents. This upgrade aids in decision-making and increases data accuracy.
• Increased Transparency: Real-time updates are now shared with external users, who can also check the status and progress of their applications at any time, fostering greater transparency.
• Higher Satisfaction: The new portal has improved user interaction and satisfaction, providing an authenticated platform for users to engage with the government team effectively.

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

• Kelli Draper, Director of Project Management Office:

“Thanks so much Nitin – we really appreciate this! I did just check in with Sandie and she agreed that great progress has been made. There are just a few items needing a bit more fixing (in addition to the Salesforce one) so we appreciate your continued support to get those resolved!”.

Go live: December 6, 2024

Project Description:

To enhance the existing natural resources information portal on 1. Interactive forms 2. Forestry & Petroleum Inspection functionalities.

Project Outcomes:

• Enhanced Natural Resources Information:
  • Interactive FormsWe 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 and Inspection Checklist FunctionalitiesEnhancements 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. 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.

Go live: October 18, 2024

Project Description:

The Government of Canada’s Canada Service Corps is a national youth service program with the objective of encouraging young Canadians to get involved in service in their communities and gain valuable skills and experience that will benefit them in every aspect of life. The Canada Service Corps, delivered by Employment and Social Development Canada (ESDC), is part of the Government of Canada’s broader youth agenda, which includes supporting the development of a national youth policy.

Project Outcomes:

• Cloud SynApps successfully designed and implemented Digital Prototype, on Salesforce, to help Canada Services Corps (CSC) modernize their ‘Customer Relationship Management System’ and promote engagement among youth (seeking volunteer-opportunities) and organizations (that provide volunteer-opportunities, to young Canadians to equip them with meaningful life skills).
• Community Portals for Youth and Organizations which allow:
  • Youth Portal allows youth to search & apply to relevant volunteer-opportunities. Youth can also submit their volunteer and training hours, specific to the opportunity they are volunteering for.
  • Organization Portal allows organizations to post projects & volunteer-opportunities for youth. Organizations can also view the application-submissions (for opportunities) and respective status.
• Internal Portal ‘Canada Services Corps App’ allows ‘CSC Internal Staff’ to have a 360 view of all the opportunities and projects along with the applications submitted. They can also approve/reject any volunteer-opportunity submitted by organizations. Notifications are in place which allow the organization user to be informed when their opportunity is approved/rejected. Intuitive Reports & Dashboards enable CSC internal staff to stay on top of opportunities and applications submissions etc.
• ‘Appinium Managed Package’ was installed and configured to enable learning & trainings for youth and organization-users. They can search and undertake trainings relevant to them. Learning Plans allow youth to register for learnings, on specific areas, tailored for them and earn badges. CSC Internal Staff can manage (add, upload, deactivate) the training-content via Internal Portal.
• Chat capability was implemented which allows private chat among all the three user-groups – youth, organization-users and CSC internal-staff

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

• Paul Radford, Manager:
  “We really appreciate all of your efforts. We’re very pleased with the outcome. The prototype is everything we’d hoped!”

Go live: August 02, 2024

Project Description:

The Region of Peel is one of Canada’s largest and fastest growing regions, encompassing a vibrant and diverse population. With an eye towards the future, the Region of Peel wanted to transition from the Hansen system to a Salesforce platform. This shift is anticipated to offer long-term benefits in data management and service efficiency.

Project Outcomes:

We built the Public Works Customer Services (PWCS) system on the Salesforce platform and that leverages the following functions to enable an end-to-end CRM:

• Request for Information (RFI) implementation: Which handles queries that do not require service fulfilment, primarily focusing on residents seeking information. The Salesforce implementation should allow for:
  • An Online Knowledge Articles Portal: Where residents can look up information or submit inquiries via an online form.
  • Calls Channel: When residents call, PWCS will address the inquiries directly. The system provides capabilities for PWCS agents to detail these interactions and log them as RFIs efficiently.
• Service Request implementation: Processing requests from residents that require action by inspectors. This includes: 
  • Online Channel: A new online form within Salesforce for submissions. One platform for Region and Non-Region Inspectors to log complaints and track the progress of the complaint. 
  • Agent Console Interface: Allows for agents to capture and register request details comprehensively within the system for either phone or in-person channels. 
  • Email Channel: Implementing Salesforce’s email-to-case feature for email submissions.

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

• Karam Singh, Sr. Project Manager:
  “I would like to thank the CSA team, the PWD&CS business team, and the RoP IT team for their invaluable assistance in reaching this milestone”.

Go live: September 10, 2024

Project Description:

The City of Indianapolis, serving over 900,000 residents, partnered with Cloud SynApps (CSA) to streamline the Department of Metropolitan Development’s (DMD) Homeowner Repair Program, funded by a Community Development Block Grant (CDBG). CSA implemented a comprehensive Salesforce-based solution to centralize the program’s operations, including Public Sector Solutions and the CSA Housing Asset Accelerator.

Project Outcomes:

• This solution provided a public-facing portal for homeowners to check eligibility, submit applications, and track progress while also streamlining back-office processes such as approvals, environmental reviews, vendor selection, and payments.
• Contractors could submit quotes through the portal, and selected quotes were linked to repair work orders, ensuring alignment among all parties.
• The solution improved collaboration, transparency, and efficiency, while Salesforce’s native reporting tools enabled the business team to monitor key metrics and outcomes effectively.

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

• Kate Kotan, Application Services Manager:
  “Amazing work to everyone involved!”.
• Beth Neville, Administrator – Community Investments:
  “Thanks to both you and your team for all your work over the last few months.” 

Go live: August 21, 2024

Project Description:

The Region of Peel has started executing its Digital Peel Program (ADSD Report) which will provide end-to-end digital services for residents. As part of the Digital Peel program, the current peelregion.ca website is being refreshed along with the current static forms that reside on the website.

This project involved the conversion of their current forms to dynamic/data and process-driven forms using the Agency’s Salesforce Platform and the Salesforce Public Sector Foundation (PSF) OmniStudio framework. The agency required the conversion of the existing forms to be completed in alignment with the deployment of the refreshed peelregion.ca website.

Project Outcomes:

• The upgraded forms significantly addressed various issues related to water billing for residents and constituents.
• These enhanced forms also facilitated the efficient organization and distribution of vaccines during the critical flu season.
• The solution demonstrated its flexibility by swiftly managing the new M-Pox vaccine orders with minimal adjustments.

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

Go live: September 21, 2024

Project Description:

The Halton Region is one of the fastest- growing communities in Canada vibrant with agricultural communities and the charm of small-town life. The region is soliciting services related to the implementation of the following eight services as digital services in Salesforce to continue its digitization journey:

• Cross Connection Control Program (CCCP)
• Children’s Developmental Services
• Subsidized Housing
• Housing Stability Fund
• Metal and Appliance Collection
• Missed Collection Reporting
• HCHC Tenant Maintenance
• Low-Income Financial Assistance

Project Outcomes:

Cross Connection Control Program (CCCP)

• Streamlined management of water safety compliance, enabling real-time tracking and automated notifications for inspections and certifications.
• Improved customer experience with a self-service portal for submitting requests and receiving updates.

Children’s Developmental Services

• Centralized system for managing client data, assessments, and service plans, allowing for better case management and outcome tracking.
• Enhanced communication between service providers and families through digital scheduling and notifications.

Subsidized Housing

• Digitized application process reducing paperwork and wait times for residents, with automated eligibility checks and notifications.
• Improved transparency and tracking of housing allocations and waitlist management.

Housing Stability Fund

• Efficient, digital application and approval process for emergency housing support, allowing quicker disbursement of funds to eligible residents.
• Centralized system to monitor fund distribution, ensuring proper documentation and reporting for audit purposes. Metal and Appliance Collection
• Simplified request and scheduling process for residents through an online platform, integrated with service dispatch for real-time tracking.
• Increased operational efficiency by automating routing and resource allocation for collection services.

Missed Collection Reporting

• Residents can report missed waste collections directly via a mobile-friendly portal, with automated routing to the appropriate team for faster resolution.
• Data-driven insights from missed collection reports to improve service delivery and reduce future occurrences.

HCHC Tenant Maintenance

• A digital platform for tenants to submit and track maintenance requests, providing greater transparency and quicker issue resolution.
• Improved scheduling and prioritization of maintenance tasks, optimizing resource allocation for repairs.

Low-Income Financial Assistance

• Streamlined digital application process for financial assistance programs, enabling faster eligibility determination and fund distribution.
• Centralized tracking of assistance provided, ensuring compliance with financial oversight and better reporting.

Cloud SynApps delivered another successful project with tangible results.

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.