# Service operations that are fast, clear, and secure

Digitized casework for regulatory, pricing, complaints, and vendor compliance with the right people seeing the right data at the right time.

> “Exactly what we needed: secure access, clear ownership, and reporting that reflects reality.”  
> Business System Manager

## THE CHALLENGE

Legacy ticketing + email-driven processes created delays, inconsistent handling, and unclear ownership across teams. Virginia Dare needed to migrate from a legacy system to Salesforce Service Cloud, bring in-flight tickets forward as Cases, and establish a modern, role-driven model to accelerate case mitigation across the organization.

## Objectives

What success looked like for Virginia Dare

- ### Define service roles & access
    
  Define clear responsibilities and permissions across multiple case types.

- ### Improve process efficiency
    
  Guided, role-based workflows aligned to best practices; less swivel-chair work.

- ### Enable reporting without overexposure
    
  Managers and executives see real-time metrics without unnecessary data access.

## What we built

We implemented a secure, role-driven Service Cloud foundation and streamlined the day-to-day work:

- Mapped legacy data and imported in-flight tickets into Salesforce as Cases.

- Standardized case models and workflows across multiple case types with clear ownership and paths to resolution.

- Granular access protocols by case type; confidential case types limited to designated managers.

- Built automation to cut email dependencies and move work inside Salesforce (routing, escalations, notifications).

- Enabled integrated case creation from Outlook (Salesforce for Outlook) to capture requests at the source.

- Delivered role-based dashboards for managers/executives with trustworthy metrics.

## Outcome Highlights

With role-driven workflows and granular access on Service Cloud, Virginia Dare achieved:

- Clear division of duties and auditable access for sensitive data.

- Faster resolution and fewer errors via guided, role-based workflows.

- Real-time visibility for managers and executives—without exposing restricted information.

## Ready to launch predictable AI outcomes?

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