Michigan State University’s Kinship Care Resource Center faced a critical juncture in its operations and service delivery. The Center anticipated a significant increase in the number of families requiring support, which threatened to overwhelm their existing systems and processes. Without adequate tools, Navigators struggled to efficiently manage monthly outreach and incoming support requests from caregivers, potentially compromising the quality and timeliness of their services.
Furthermore, the Center lacked a comprehensive solution for managing a public resource directory and tracking referrals to relatives caring for children. This gap in their technological infrastructure hindered their ability to provide seamless support and maintain accurate records of their interventions. The Center recognized the urgent need for a robust, integrated system that could scale with their growing demands, streamline Navigator workflows, and enhance their ability to connect caregivers with vital resources.
As the demand for kinship care support continued to rise, MSU sought a solution that would not only address these immediate challenges but also position the Kinship Care Resource Center for long-term success in serving Michigan’s families.
Michigan State University’s Kinship Care Resource Center partnered with SIG to implement a comprehensive Salesforce Service Cloud solution, addressing the Center’s pressing challenges and enhancing its ability to serve families effectively.
The tailored implementation empowered internal Navigators with robust tools to track caregiver outreach and manage incoming support requests efficiently. SIG customized the Service Cloud console to streamline workflows, allowing Navigators to leverage Salesforce Knowledge for making informed referrals and capturing intake calls through a custom-designed flow. This significantly improved the Center’s capacity to handle the anticipated increase in family support cases.
To enhance public access to resources, SIG developed a custom UI on a public Experience Cloud site. This interface seamlessly integrated with Salesforce Knowledge, providing caregivers with easy access to vital information. The solution also incorporated a complex taxonomy from a third-party source, ensuring comprehensive and well-organized resource listings.
By implementing this integrated Salesforce solution, SIG helped MSU Kinship Care Resource Center transform its operations, enabling more efficient management of caregiver support, streamlined referral processes, and improved public access to critical resources. This technological advancement positioned the Center to effectively scale its services and meet the growing needs of Michigan’s kinship care families.
SIG offers comprehensive support to institutions like Michigan State University, leveraging Salesforce’s powerful ecosystem to address complex operational challenges. Our expertise spans:
By partnering with SIG, organizations can harness the full potential of Salesforce technologies to transform their operations, enhance service delivery, and effectively scale their impact in the communities they serve.
