COVID CASE MANAGEMENT AT GLOBAL SCALE
OVERVIEW
A large conglomerate with diverse business lines and thousands of employees across dozens of countries experienced strong financial performance during COVID-19. As consumer avoided going out, demand for home delivery surged, and their revenue and hiring both grew rapidly to meet this increased demand.
THE CHALLENGE
Stopping the spread of COVID-19 in the workplace was a top priority, alongside the urgent need to communicate accurate policies and protocols to employees who tested positive or had immediate family members affected. Developing and rapidly implementing solutions required a dedicated team willing to work long, intense hours—sometimes up to 20 hours a day—to respond swiftly and effectively.
TECHNOLOGIES & SERVICES
Salesforce Service Cloud Case Management
Salesforce Shield
AWS Services Machine Learning
24/7 Managed Services
OUR SOLUTION
Since this was a brand-new challenge with no existing software or government solution available, we built a custom tracking system using Salesforce Service Cloud’s robust case management platform. Over a three-year engagement, a globally distributed tech team provided 24/7 development and support. We quickly and securely integrated employee tracking with facility systems like badge scans. The project was delivered in phases, starting with essential data capture and evolving through subsequent releases that enhanced functionality. This was one of our most critical projects, and we hope the client never needs to use it again.