Two21 is on the WA State Government CUA (CUAICTS2021) and is expecting to become a WALGA supplier shortly. Partnering with Salesforce has helped public sector agencies around the world to modernise and innovate. Two21 has provided consulting services to multiple WA State Government agencies with their CRM strategies and requirements.
Example Customer Solutions for Government and Public Sector
Stakeholder Engagement and Correspondence Management
Salesforce provides an all-in-one correspondence management solution that allows you to meet citizen expectations while empowering your agents to be more responsive.
- Agents can have real-time visibility into all communications and quickly respond
- Program directors can auto-assign and prioritise tasks
- Agencies can intake large volumes of correspondence over all channels while maintaining a single view of their citizens
Case Management and Field services
Delivering exceptional service experiences starts with access to the right data, tools, and processes. The Salesforce Case Management solution helps government agencies view all case data and related interactions in a searchable, secure platform.
It supports the full case management lifecycle by integrating critical data points from multiple systems into a single location. With a 360-degree view of every case, service agents can effectively streamline and manage resolution workflows.
The platform has built-in tools to address every component area of service, including the management and dispatchment of field workers while optimising schedules and intelligently assign jobs.
Grants Management
Government agencies are constantly challenged to efficiently manage the grants process while also cultivating stakeholder relationships, making grants management tedious and complex.
Salesforce’s Grants Management solution provides the foundation needed for agencies as well as state and local governments to create seamless support across modern, digital channels and streamline processes.
Two21 Competencies
Two21 have certified professionals in Sales Cloud, Service Cloud and Pardot (for Marketing Automation). We can combine these with the use of AppExchange products, third party solutions and integration capabilities. Two21 is currently investing the Public Sector Solutions (PSS) framework to enable high quality solutions to the public sector.
Salesforce has delivered significant changes within ServiceNSW and Child Story. There are numerous online resources available, such as https://www.salesforce.com/au/solutions/industries/government/overview/.