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Make Data-Driven Decisions
Tableau pulls data from disparate systems and simplifies it into an understandable format. With this complete set of collected information, agencies can quickly analyze key performance areas of their readiness, share the analysis, and act upon the analyzed data.
Track the Spread of Disease
Leverage a manual contact tracing framework to locate and inform people who may have been exposed to a pandemic by another infected person. This process will be critical to helping the public feel safe to return to work, shop, or dine out at restaurants. Once an at-risk person has been identified, these contacts will need to be given specific instructions on what to do next. Contact tracing staff potentially working in multiple locations and across a connected network of rapidly deployed command centers, will need the ability to efficiently manage large volumes of inbound and outbound communication. The staff must also coordinate resources and personnel to ensure critical follow-up steps are completed. The Salesforce Platform delivers an integrated set of capabilities that optimizes contact tracing case management through a high-velocity call center/case management console, household/relationship modeling, multi-channel support, and knowledge base.
Your government organization can begin contact tracing with positive test results.
Automate Processes
Salesforce Automation rules can send emails based on values in the database - in this case, a positive test result. This email provides instructions for the infected citizen to either fill out the self-service contact tracing form or call in to the call center to report over the phone.
Provide Self-Service
With Salesforce Communities, citizens can visit a portal for the latest emergency situations or be guided through self-assessments to help determine if they have symptoms. The Community portal can be quickly deployed and easily branded to match your organization’s look and feel, creating a highly tailored self-service experience. Citizens can access knowledge articles, FAQs, and get all of the important information they need. Communities deliver a responsive user interface suitable for both mobile and desktop.
Create Contact Cadences
Not all citizens can or want to self-serve utilizing the portal to communicate with the agency and submit possible exposures - which is why enabling remote call centers using a cloud platform like Salesforce is so important. Create a contact cadence plan for phone and email follow ups to ensure all exposed contacts are reached.
Enable Remote Call Centers
In the Salesforce Health Cloud console - any computer telephony system can be integrated to call & receive contact center calls and case requests. Salesforce is web-based so contact tracers can reach out, provide guidance, and complete their work remotely.
Collect Important Information
Salesforce provides the necessary capabilities to create an intelligent call center by providing contact tracers or case investigators with all the tools they need to proactively manage their work. The contact tracer sees a 360 degree view of the contact and their case. The tracer is able to easily walk the caller through the process of collecting all the information of those they came into contact with.
Identify Exposures
Based on the combined self-service portal and call center data - the agency now has a list of possible exposures. The agency can repeat the data collection process, see interactions, and quickly take action to notify those who may have been exposed.
Provide Ongoing Engagement
To ensure that constituents have the right support, the agency can create an outbound call, text and voicemail campaign. Constituents who opt in receive daily alerts and wellness surveys via SMS for continued symptom monitoring.
Map Out Exposures
The agency can also utilize Salesforce Maps - a graphical interface of all the data to map out exposures. In Maps, the agency can view both public data and data from within Salesforce to help trace the virus even further.
Make Data-Driven Decisions
Tableau pulls data from disparate systems and simplifies it into an understandable format. With this complete set of collected information, agencies can quickly analyze key performance areas of their readiness, share the analysis, and act upon the analyzed data.
Track the Spread of Disease
Leverage a manual contact tracing framework to locate and inform people who may have been exposed to a pandemic by another infected person. This process will be critical to helping the public feel safe to return to work, shop, or dine out at restaurants. Once an at-risk person has been identified, these contacts will need to be given specific instructions on what to do next. Contact tracing staff potentially working in multiple locations and across a connected network of rapidly deployed command centers, will need the ability to efficiently manage large volumes of inbound and outbound communication. The staff must also coordinate resources and personnel to ensure critical follow-up steps are completed. The Salesforce Platform delivers an integrated set of capabilities that optimizes contact tracing case management through a high-velocity call center/case management console, household/relationship modeling, multi-channel support, and knowledge base.
Your government organization can begin contact tracing with positive test results.
Automate Processes
Salesforce Automation rules can send emails based on values in the database - in this case, a positive test result. This email provides instructions for the infected citizen to either fill out the self-service contact tracing form or call in to the call center to report over the phone.
Provide Self-Service
With Salesforce Communities, citizens can visit a portal for the latest emergency situations or be guided through self-assessments to help determine if they have symptoms. The Community portal can be quickly deployed and easily branded to match your organization’s look and feel, creating a highly tailored self-service experience. Citizens can access knowledge articles, FAQs, and get all of the important information they need. Communities deliver a responsive user interface suitable for both mobile and desktop.
Create Contact Cadences
Not all citizens can or want to self-serve utilizing the portal to communicate with the agency and submit possible exposures - which is why enabling remote call centers using a cloud platform like Salesforce is so important. Create a contact cadence plan for phone and email follow ups to ensure all exposed contacts are reached.
Enable Remote Call Centers
In the Salesforce Health Cloud console - any computer telephony system can be integrated to call & receive contact center calls and case requests. Salesforce is web-based so contact tracers can reach out, provide guidance, and complete their work remotely.
Collect Important Information
Salesforce provides the necessary capabilities to create an intelligent call center by providing contact tracers or case investigators with all the tools they need to proactively manage their work. The contact tracer sees a 360 degree view of the contact and their case. The tracer is able to easily walk the caller through the process of collecting all the information of those they came into contact with.
Identify Exposures
Based on the combined self-service portal and call center data - the agency now has a list of possible exposures. The agency can repeat the data collection process, see interactions, and quickly take action to notify those who may have been exposed.
Provide Ongoing Engagement
To ensure that constituents have the right support, the agency can create an outbound call, text and voicemail campaign. Constituents who opt in receive daily alerts and wellness surveys via SMS for continued symptom monitoring.
Map Out Exposures
The agency can also utilize Salesforce Maps - a graphical interface of all the data to map out exposures. In Maps, the agency can view both public data and data from within Salesforce to help trace the virus even further.
Make Data-Driven Decisions
Tableau pulls data from disparate systems and simplifies it into an understandable format. With this complete set of collected information, agencies can quickly analyze key performance areas of their readiness, share the analysis, and act upon the analyzed data.
