Service operations that are fast, clear, and secure
Digitized casework for regulatory, pricing, complaints, and vendor compliance with the right people seeing the right data at the right time.
“Exactly what we needed: secure access, clear ownership, and reporting that reflects reality.”
THE CHALLENGE
Legacy ticketing + email-driven processes created delays, inconsistent handling, and unclear ownership across teams. Virginia Dare needed to migrate from a legacy system to Salesforce Service Cloud, bring in-flight tickets forward as Cases, and establish a modern, role-driven model to accelerate case mitigation across the organization.
Objectives
What success looked like for Virginia Dare
Define service roles & access
Define clear responsibilities and permissions across multiple case types.
Improve process efficiency
Guided, role-based workflows aligned to best practices; less swivel-chair work.
Enable reporting without overexposure
Managers and executives see real-time metrics without unnecessary data access.
What we built
We implemented a secure, role-driven Service Cloud foundation and streamlined the day-to-day work:
- Mapped legacy data and imported in-flight tickets into Salesforce as Cases.
- Standardized case models and workflows across multiple case types with clear ownership and paths to resolution.
- Granular access protocols by case type; confidential case types limited to designated managers.
- Built automation to cut email dependencies and move work inside Salesforce (routing, escalations, notifications).
- Enabled integrated case creation from Outlook (Salesforce for Outlook) to capture requests at the source.
- Delivered role-based dashboards for managers/executives with trustworthy metrics.
Outcome Highlights
With role-driven workflows and granular access on Service Cloud, Virginia Dare achieved:
Clear division of duties and auditable access for sensitive data.
Faster resolution and fewer errors via guided, role-based workflows.
Real-time visibility for managers and executives—without exposing restricted information.