Project Description
Kearney & Company is a CPA firm established in 1985. It is headquartered in Alexandria, Virginia. It exclusively serves the federal government of the United States. Kearney & Company are the ‘independent auditors’ of the United States Department of State.
Company Overview
Kearney & Company is a CPA firm established in 1985. It is headquartered in Alexandria, Virginia. It exclusively serves the federal government of the United States. Kearney & Company are the ‘independent auditors’ of the United States Department of State.
Challenge
Kearney has an employee experience problem. Internal departments were not able to effectively service the needs of their employees. The goal was to enable Kearney internal departments to connect with employees in real-time, to provide personal, quick and professional service by implementing an Employee Community and Service Cloud. They would accomplish this by the ability to:
1.Capture, track and report internal issues through case management to provide higher level services to employees
- Ability to access, post, share, and acquire feedback on knowledge articles and files
- Easy access to company information and announcement
- Provide seamless integration with core Salesforce products to reduce barriers and improve overall Salesforce adoption
Solution
- Has provided Human Resources (training / benefits), Accounting, Facilities, Security a centralized mechanism to service employee requests
- Customer service template that was tailored to Kearney’s specific internal business support inquiry process
- Community home page included quick links for easy access. It has become the Application launching pad for other key corporate apps
- Service cloud console for ~20 users
- Consolidated and optimized internal support processes
- Incorporated Content Libraries and Knowledge base
- Case deflection and Email to case processes
- Report / dashboards
Results
User Experience
- Collaborate on knowledge & solutions
- Easy access to Corporate communications, broadcasted announcements to organization
- Replaced antiquated intranet
Capability
- Automation of manual processes
- Establishing categories & related queues, streamlining assignment & follow up efforts
Business Benefit ->
- Will save time, increase customer service metrics
- More accurate / trackable data
- Plan & service employees
- Employee satisfaction