The Total Economic Impact Of Salesforce Case Management Solutions For Government

The need to improve customer service and customer experience (CX) has never been more important, especially for the public sector. Government organizations around the world are turning their intentions toward delivering experiences that stakeholders come to expect from the commercial sector. Salesforce commissioned Forrester Consulting to conduct a Total Economic Impact study to examine the potential ROI government organizations may realize by deploying the Salesforce case management solution. To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed six government customers from national, state, and local government with years of experience using Salesforce case management solutions.