The need to improve customer service and customer experience (CX) has never been more important, especially for the public sector. Government organizations around the world are turning their intentions toward delivering experiences that stakeholders come to expect from the commercial sector.

Salesforce commissioned Forrester Consulting to conduct a Total Economic Impact (TEI) study to examine the potential ROI government organizations may realize by deploying the Salesforce case management solution. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of this investment.