Background
SERCO-NA, an international services company, employs Community Support Coordinators (CSCs) across the continental United States and the Pacific Rim. Their job is to locate and enlist community resources to support soldiers and their families. www.serco-na.com
The Challenge
In November 2009, SERCO-NA was tasked with a multi-million dollar project in support of the U.S. Army Family and Morale, Welfare and Recreation Command (FMWRC) OneSource initiative. The AOS program is specifically designed to support soldiers, veterans and families as they reintegrate into communities by creating support networks with the following fields: Behavioral Health, Financial, Faith and Legal. The CSCs required a unique Internet-based CRM solution to track resources and activities.
CRM Solution
Doextra made all of the customizations to Salesforce to tailor it to meet the requirements of the Army and the CSCs. This involved the addition of new data elements, modifications to Web pages, specialized report generation, application of business rules, and integration with other independent systems. In addition to these enhancements, Doextra provided the CSCs with classroom and Web-based training, plus on-going online and telephone support.
Results
“Throughout the development of the custom CRM application and ongoing enhancements, Doextra met every scheduled deadline, perfectly interpreting and applying the specifications they were provided,” said Michael Milner, former IT Program Manager at SERCO-NA. “The technical support Doextra provided gave the CSCs direct access to knowledgeable specialists who were experts in the application and the requirements of the CSCs.”
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