THE BOTTOM LINE
The City of Elgin, Illinois deployed Salesforce Service Cloud with Knowledge Base, Live Agent, and Chatter and Community Cloud to provide the city with a 311 system for non-emergency issues and requests. The city also leveraged the Salesforce AppExchange to have disparate departments operating on a single platform in order to support a contact-driven system. Some of the benefits achieved included manager and employee efficiency gains and overall improved community-wide communication.
Payback: 0.7 years
Average annual benefit: $553,981