Case Study
Building Better Government Service
April 28, 2020

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County of Sonoma
County of Sonoma| Santa Rosa, California

The County of Sonoma’s Energy and Sustainability department realized they needed a better way to serve their community’s needs when they discovered three different staff members working with the same customer on different services—without any of them knowing it.

This brought about a series of questions every business can relate to:

  • How are we providing service?
  • What is the customer experience?
  • Is there a better way to share information across teams?

For The County of Sonoma’s Energy and Sustainability department, customer relationship management means greater visibility and better service for their constituents.

KEY RESULTS

  • Improved data integrity
  • Nineteen disconnected databases combined into one
  • Improved vendor relationship management
  • Comprehensive view of county constituents
  • New community self-service portal
  • Increased visibility

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The Challenge

The County of Sonoma Department of Energy & Sustainability has many functions, including fleet and facility operations.

They discovered over 19 different databases being used in the department with disconnected tools and siloed information. This led to many inefficiencies for not only their staff but for their constituents.

The Solution

A better government service model.

Together with Eide Bailly and Salesforce, the County of Sonoma designed a better government service model. Our team helped them implement Community Cloud for a community portal and Service Cloud for web-to-case management. We also integrated their Salesforce CRM with Conga Document and Contract Generation as well as their legacy systems and databases so their systems could share data seamlessly.

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“There's a stronger appreciation for the concept of customer relationship management. It's not just a tool. It's a whole way of looking at serving your constituents in the community.” 

-Liz Yager, Energy & Sustainability Program Manager | County of Sonoma

The Results

A CRM that provides superior service to constituents.

The County’s constituents can now self-serve on a community portal with knowledge articles and online applications for financing and energy services. And because of the success of the initial Salesforce implementation, more departments within the County of Sonoma are looking to move onto the platform.

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