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Customer Success Story: Public Section / SLED

City of Chicago improves customer experience and quality across daycare centers

“The best way to improve quality of care across a federation of loosely-related businesses is to standardize their workflows and data sets. FSM and CSM made this possible for the city of Chicago. ”
- Terry Owczarski, Norseman Solution Architect
THE CLIENT
City of Chicago

THE SITUATION

  • Slow / inneffecient case resolution for families
  • Account Managers manage daily tasks via email
  • Inability to analyze common issues across multiple systems for government-funded daycares

THE RESULTS

  • Consolidate case management to one system
  • Enhanced visibility and case coordination
  • Reduced administrative burden for employees
  • Faster response through self-service

Results

– Terry Owczarski,
Norseman Solution Architect

-30%

Average Case
Resolution Time

25%

Reduced
Staff Workload

FSM, CSM

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