Financial management is a core necessity for federal agencies. Given the level of scrutiny they are under from lawmakers, public watchdog groups and the executive branch, it’s not surprising that agency leaders devote considerable time and care to improving financial management.
That priority is even higher when the agency manages the financial assets of a client base. A modernized Customer Relationship Management (CRM) system is a crucial component in managing client assets, so agencies that still depend on legacy technologies are ready to modernize.
For example. CGI Federal has been assisting an agency that oversees more than half a million trust fund accounts, disbursing over $1 billion annually and managing billions in investments. Their legacy CRM, crucial to providing seamless service to their end client, was aging and required modernization. Recognizing the criticality of this system, the agency embarked on a journey to transform their CRM into a modern, cloud-based solution. They turned to CGI Federal, AWS and Salesforce to make this vision a reality.
Addressing legacy system limitations
The legacy CRM system lacked modern efficiencies, with a cumbersome user experience and high costs to maintain.
One of the core responsibilities of the agency is to maintain a system of records that allows account owners to obtain information regarding their trust assets promptly while protecting their privacy. The legacy system was unable to sync account information in real time and lacked self-service options, which delayed data access.
Resolving client inquiries required manual workflow processes and lacked integration across systems. The inefficient, time-consuming processes placed an unnecessary burden on both the end client and agency agents. The need for a FedRAMP-authorized cloud system that could provide timely and secure access to information was evident.
Collaborative efforts for modernization
In 2023, CGI Federal, in collaboration with AWS and Salesforce, initiated the modernization project. The objectives were clear:
- Replace the aging on-premises CRM system
- Integrate a modern call center solution
- Enhance the user experience for accessing account balance and disbursement information
Strategic Partnerships
Amazon (AWS and Amazon Connect)
AWS provided the infrastructure and call handling capabilities to modernize the agency's nationwide, toll-free call center. This upgraded call center allowed beneficiaries to access information about their trust assets, check the status of services, and request updates to their accounts conveniently. Moving to a cloud-based contact center also enabled agency agents to receive calls from anywhere, eliminating the need for land lines and desk tethering.
Salesforce (integrated with MuleSoft)
Salesforce delivered a low-code/no-code modern CRM solution and integration platform. The AWS Amazon Connect CTI Adapter was used to integrate the CRM and call center systems seamlessly, bringing new automation capabilities like Interactive Voice Response (IVR). This seamless system integration—complete with updated, intuitive workflows—enables agency agents to complete their critical job functions without logging into multiple systems.
Taking a methodical approach
CGI Federal adopted an Agile Sprint-based, iterative methodology to discover, develop and implement the agency's new CRM system. The system was developed using CGI's Salesforce Development Framework, capturing and tracking client interactions and integrating with the agency's accounting system using MuleSoft for near real-time data exchange. The team created wireframe diagrams and mockup screens as proofs of concept before developing and implementing the new capabilities. The system was built using APEX and Lightning page components, ensuring a user-centric design. CGI Federal's data management strategy focused on standardizing, optimizing, and securing data with iterative migration tasks and testing to ensure a smooth transition.
Transformative outcomes
In less than eight months, CGI Federal successfully deployed the new CRM system, delivering significant benefits:
- Enhanced case management: The new system provides near real-time access to data, driving faster and more accurate information delivery to the end client.
- Automated workflows: Role-based workflow automation enhances efficiency and reduces case resolution times.
- User-friendly interface: The Lightning Service Console provides a comprehensive user interface and dashboards tailored to the needs of agency agents.
- Seamless integration: Integration with Amazon Connect enables seamless call management and automation, saving time and improving the user experience.
- 24/7 Self-Service: Interactive Voice Response (IVR) and self-service capabilities reduce workload for agents, allowing beneficiaries to check their balances and disbursements around the clock.
- Improved system uptime: Since the new CRM system's implementation, the agency has experienced 99.999 percent system availability.
The modernization project not only improved the efficiency and effectiveness of the agency's CRM system but also enhanced the overall user experience for beneficiaries. The successful collaboration between CGI Federal, AWS, and Salesforce demonstrates the power of strategic partnerships in driving digital transformation.
Committed to efficiency
For more than 40 years, CGI has led successful system modernization efforts to enhance functionality and improve user satisfaction without interrupting system operations or compromising compliance with federal standards. Our commitment to delivering efficiencies to our clients is anchored in our collaborative partnerships and central to our company's brand.
