Case Study: Flexible Managed Services Deliver Salesforce Success for Sound Physicians
Dec 9th, 2020
Posted on Jul 25, 2020 Case Studies · Tags: government
The lead investigator of these complaints, attorney Alyssa Fairbanks of the Special Education Dispute Resolution Team, says she loves her job, as her work directly impacts the lives of the kids who need it most.
Due to increasing regulations, special education complaints from parents and attorneys are on the rise; OSPI is on track to field nearly 50% more complaints.
But the system the team used to process these complaints, FileMaker Pro, was woefully out of date. The system only provided a way to track the complaints. It couldn’t analyze data, run reports, or have multiple people assigned to tasks. One person had to administer the entire system, causing potential workflow bottlenecks. And if the team wanted to analyze data, it had to be done manually.
Bottom line, OSPI needed a user-friendly case management system that could help the non-technical team:
I never imagined that building a Salesforce system would be this good of an experience. I was super happy with how smoothly it went, how we kept the implementation to such a short timeline, and the willingness of the EightCloud team to answer every question we had.
– Alyssa I. Fairbanks, Dispute Resolution Team Lead & Investigator Special Education, OSPI
Made sure investigators and administrators had the knowledge and context they needed in addition to building a custom case management solution on the Salesforce platform.
Complex case management and workflow functionality.
Advanced reporting capabilities.
Data interoperability, sharing and migration.
The work started in March 2020 and ended just two months later. Results included:
Maximizing efficiency. Auto-population into templates and reporting functionality are already saving countless hours of manual data entry.
Improving visibility. OSPI is enjoying the ability to quickly parse data and run reports — on issues ranging from demographics and disability categories to geography — without having to be Salesforce experts.
Facilitating ownership. More than 4 investigators and administrators from multiple departments now can interact with the system, allowing for better collaboration.
I didn’t know anything about building a system like this. EightCloud did a great job explaining things to us but didn’t make us feel ignorant.
– Alyssa I. Fairbanks, Dispute Resolution Team Lead & Investigator Special Education, OSPI
EightCloud has not disappointed. Right away, they stepped up to meet our aggressive timeline and dove right in. They are flexible with our changing needs and have remained incredibly responsive. I appreciate the proactive communication. I would highly recommend partnering with EightCloud!"
- Christie Madsen, Dreambox Learning
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