Public Works Dispatch & Customer Service
Project Overview
Client: Region of Peel
Industry: Public Sector, Local Government
Go live: August 02, 2024
The Region of Peel, one of Canada’s fastest-growing regions, aimed to transition from the Hansen system to a modern Salesforce platform. This transformation focused on enhancing data management, streamlining customer service, and enabling a more efficient Public Works Customer Services (PWCS) system.
Goals
Enhance Customer Service:
Simplify resident access to information and service requests.
Streamline Operations:
Transition to a single, modern platform for improved efficiency and tracking.
Enable Self-Service:
Empower residents to find answers independently through a knowledge portal.
Improve Data Management:
Consolidate and modernize data handling for better reporting and decision-making.
Approach
CRM Transition:
Migrated from Hansen to Salesforce, designing a system tailored to Peel’s requirements.
Multi-Channel Enablement:
Integrated online forms, email-to-case, and agent consoles for seamless customer interactions.
Inspector Collaboration:
Built a unified platform for Region and Non-Region Inspectors to log and track service requests.
User Training and Support:
Delivered comprehensive training for agents and inspectors to ensure smooth adoption.
Results
Improved Resident Experience:
Residents can now easily access information and track service requests through an intuitive portal.
Increased Efficiency:
Automated processes and a centralized system reduced manual effort for agents and inspectors.
Enhanced Data Accuracy:
Consolidated data ensures reliable reporting and better decision-making.
Streamlined Collaboration:
A single platform fosters coordination between Region and Non-Region Inspectors.
24/7 Availability:
Online forms and knowledge articles allow residents to interact with the system anytime.
Client Testimonial
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”.