Case Management & Integration Project
Project Overview
Client: State of Rhode Island Commission for Human Rights
Industry: Public Sector, Anti-Discrimination Law Enforcement
Go live: June 10, 2024
The State of Rhode Island Commission for Human Rights required a modernized case management solution to streamline the intake, management, and resolution of discrimination complaints, enhancing operational efficiency and citizen satisfaction.
Goals
Modernize Case Management:
Transition from manual processes to a robust digital platform.
Enhance Complaint Resolution:
Reduce turnaround time for processing and resolving discrimination cases.
Seamless Integration:
Enable dual filing and credit requests by integrating with the EEOC application.
Approach
Phase 1 – Salesforce Service Cloud Implementation:
- Designed and deployed a case management system tailored to the commission’s workflows.
- Enabled comprehensive tracking of complaints, allegations, and associated parties (complainants, respondents, attorneys).
Phase 2 & 3 – EEOC Integration:
Integrated Salesforce with the Equal Employment Opportunity Commission (EEOC) application to facilitate dual filing and credit requests.
Real-Time Insights:
Developed Salesforce Reports and Dashboards for real-time data access and efficient decision-making by senior management.
Results
Improved Efficiency:
Faster complaint intake and resolution through automation and centralized data management.
Enhanced Transparency:
Real-time reporting capabilities improved visibility into case progress and operational performance.
Stronger Collaboration:
Integration with EEOC ensured seamless data sharing and compliance.
Client Satisfaction:
Positive feedback from stakeholders, including senior leadership, highlighted the project’s success and collaborative execution.
Client Testimonial
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!”