Each year, a Federal Agency responds to tens of thousands of pieces of constituent and Congressional correspondence, proposed policy documentation, active petitions, internal memorandums, FOIA requests and Secretarial invitations. Managing the end-to-end correspondence management process on a 15 year-old legacy system limited the Department’s ability to quickly respond to requests, effectively collaborate with internal Agencies and external partners, appropriately respond to changing business or political needs, and fully report on related activities.
Acumen Solutions was engaged by the Federal Agency to re-platform their existing system on Salesforce. Through Salesforce, our consulting team designed an advanced queue management and intelligent routing and workflow system. The new system contains a robust, multi-step approval process and advanced search capabilities with custom filters and criteria. Along with the implementation of a new correspondence management system, Acumen Solutions integrated their Enterprise Virtual Directory, migrated and transformed 6 years of legacy data/documents, integrated with key AppExchange products, and created/delivered comprehensive training for 185 users.
Return on Investment
The new system accomplishes several mission-critical objectives; it provides a centralized view of documents, assignments, and performance at all levels. It has also significantly improved the Agency's interaction and collaboration through streamlined approval processes, Chatter and automated alerts, breaking down silos, and ensuring consistent service across all channels. Most notably, the system has dramatically improved their ability to manage their correspondence pipeline, reducing the number of days it takes to respond to Secretarial correspondence by 49%.