Our Partnership with Cobb County

If this is your first introduction to Catalyst Consulting Group and our Catalyst Connection newsletter, welcome! We are Catalyst Consulting Group. For over 31 years, we have been implementing world-class technology to transform the way organizations operate and serve their staff, as well as the way their services are rendered to their constituencies. Our Catalyst footprint spans 500+ clients across the Public Sector, including Transportation, Utility, Lottery, Higher Education, Non-Profit, 311, Human Services, Public Health, City Mayor’s Office, and more. 

Through a series of project flyovers, we are aiming to provide insight into the breadth and scope of solutions that we build and implement to drive digital transformation.  

A premier Salesforce partner, we are the 3-time winning Salesforce Partner Innovation Award recipient, with two of the three awards won for large-scale 311 solutions for the City of Chicago and the City of Toronto. Our 311 model is flexible and scalable. Whether we are partnering with cities like that of Chicago and Toronto with constituencies of nearly 3 million residents or organizations at the county level that prefer a different approach, we meet 311 departments where they are. 

In today’s feature, we’re discussing our work with Cobb County, Georgia.  

Where it Began 

As we all came to understand, the Covid-19 pandemic defined new standards for agility and transparency. This was especially true of public health organizations. Public sector organizations quickly had to adapt to the unprecedented landscape of digital service offerings. With the necessitated adoption of digital and remote technologies to continue essential operations, investment in robust digital infrastructures boomed. It introduced and demonstrated the potential for digital transformation in the public sector. Most immediately, public health organizations needed to set up an outlet for the public’s Covid-19 inquiries. This ensued the opportunity for Catalyst Consulting Group’s partnership with Cobb County, Georgia, specifically Cobb Public Health. 

Our partnership with Cobb County, Georgia, Cobb Public Health ensued a highly time-sensitive operation to design, build, and deliver a Case Management and Call Center System to manage COVID-19 vaccination inquiries. With our Salesforce platform expertise, we proposed the configuration of Salesforce’s Service Cloud combined with Service Cloud Voice and Digital Engagement features, such as Live Chat and Chatbot. The County’s defined goals within call management, call deflection, and enhanced reporting set the pillars of our solution’s functionality. 

With the implementation of Service Cloud for call/case management, call center agents and representatives were able to efficiently answer questions related to COVID-19 vaccinations as well as aid in callers’ navigation of their website. Calls and caller information, such as call type and resolution, were tracked in one, central place. Service Cloud Voice allowed agents to quickly view caller information as they were logging the call, and the build of a Knowledge Base provided up-to-date resources for agents’ referencing. Incorporating capabilities for call deflection was also a priority, which directed the scope of chat and live agent for quick resolution of frequently asked questions. Our solution enabled enhanced reporting, allowing the call center to gauge peak hours, call volume, and KPIs pertaining to their new Vaccine Call Center. Dashboards displayed visualized data to be shared. The organization could schedule metrics to be aggregated on a daily, weekly, or monthly frequency. 

Further Configuring the 311 Services Model for Cobb 

Building from the previously launched call center system, Catalyst has been further configuring the 311 services model for the County. We’ve said it before, walk before you run. Implementing the hallmarks of our 311 solutions as their starting point has entailed the building of their CRM, Community Portal, and Knowledge Base. All for the intake of service requests from their constituents.  

We’ve specifically worked with the Sustainability, Waste and Beautification Departments to incorporate their work order resolution process in Salesforce. Service requests that belong to their function are automatically routed to their work queue with provided work order details such as location. Upon resolution, automated emails are triggered to notify the constituent of their fulfilled request, creating a full circle experience.  

Our work with Cobb County to configure our 311 model to their needs is currently ongoing! If you’d like to learn more about this project and our 311 solutions, subscribe to our Catalyst Connection newsletter or take a look at our website, catconsult.com