We built a comprehensive city services management software using Salesforce to help cities across the United States efficiently manage and resolve everyday civic issues. The platform is designed to act as a single, centralised system where residents can report problems, track their status, and receive timely updates, while city service teams can manage requests with greater accuracy and efficiency.
Our solution focuses on common and high-impact city service issues that directly affect citizens’ daily lives. These include:
Residents can submit these issues through our in-house portal, which is fully built on Salesforce. Each request is captured as a case, enriched with relevant details, and routed to the appropriate city department. This ensures transparency, accountability, and faster issue resolution.
As the number of cities and service requests increased, the need for a smarter, more scalable system became critical. To further enhance the platform, improve user experience, and streamline backend operations, we implemented Salesforce Agentforce along with Omni-Channel capabilities.
Before implementing Agentforce and Omni-Channel, the platform faced several operational and scalability challenges.
Before Agentforce, users had to navigate across multiple pages to perform basic support actions.
Case creation and case status tracking were handled through separate screens and flows.
Users had to manually search for their cases to check updates or progress.
There was no single, guided interface to help users create a case and track it in one place.
After a case was created, backend teams had to manually review and assign cases to agents.
Supervisors needed to constantly monitor incoming requests.
Manual intervention increased administrative effort and response time.
No real-time automation existed to route cases to the right agent.
Without Omni-Channel routing, workload distribution was inconsistent.
New cases could be assigned to agents who were already overloaded.
Other agents with available capacity remained underutilized.
This imbalance led to delays, burnout, and reduced overall productivity.
Manual ownership and assignment processes caused:
Lack of clarity around case ownership
Missed follow-ups and priority mismanagement
Difficulty tracking progress as case volume increased
This resulted in longer resolution times and a poor service experience.
As more cities and users adopted the platform:
Manual processes did not scale efficiently.
Support teams struggled to handle increased demand without adding more resources.The system lacked an intelligent, automated layer to support growth.
To address these challenges, we enhanced the platform by integrating Salesforce Agentforce and implementing Omni-Channel for intelligent case routing and workload management.
With the implementation of Agentforce, users no longer need to navigate across multiple pages or rely solely on static forms.
Users can create new cases and check the status of existing cases from a single conversational interface.
Guided, step-by-step interaction helps users provide the right information upfront, improving case quality.
Case retrieval and status tracking happen instantly through Agentforce, eliminating manual searching.
The experience is intuitive, user-friendly, and accessible, even for non-technical users.
This unified approach significantly reduces user effort, minimizes incomplete submissions, and improves overall support efficiency.
With Agentforce, users can raise issues through multiple supported channels, making the platform more accessible and flexible. This reduced dependency on a single intake method and improved overall engagement.
We implemented Omni-Channel to automatically assign cases to backend team members based on real-time workload and availability. The system checks how many active tasks each agent has before routing a new case.
For example, if one agent already has 10 tasks and another has only 4, Omni-Channel automatically assigns the new case to the agent with fewer tasks. This ensures fair workload distribution and eliminates manual intervention.
Backend teams now have clear visibility into their assigned cases, priorities, and workloads. This reduced dependency on supervisors and allowed agents to focus on resolving issues instead of managing assignments.
Automation through Agentforce and Omni-Channel reduced manual effort, improved data accuracy, and accelerated response times. Cases are now created and routed correctly from the start.
The implementation of Salesforce Agentforce and Omni-Channel significantly transformed our city services platform. Citizens now have a faster, simpler, and more intuitive way to report issues such as parking problems, dumping, graffiti, water supply concerns, and street light failures.
For city service teams, automated case creation and intelligent routing eliminated operational chaos, balanced workloads, and improved overall efficiency. The platform is now scalable, accurate, and capable of handling increasing service demand across multiple US cities.
Overall, this solution helped us save time, improve accuracy, enhance team productivity, and deliver a better city service experience, reinforcing our commitment to smarter and more responsive urban services.
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