Tribal Nation · Health Cloud, Public Sector Solutions, Experience Cloud, MuleSoft
Citizen services for 400,000+ enrolled citizens
Problem
A federally recognized tribal nation needed a unified platform to manage citizen health services and benefits administration across a rapidly growing population. Legacy systems could not support the scale or the integration demands of federal reporting requirements.
Approach
Architected and led delivery of a Health Cloud and Public Sector Solutions implementation, connected through MuleSoft to unify case management, benefits eligibility, and citizen records into a single source of truth. Included a bilingual Experience Cloud portal to digitize self-service intake and reduce manual case processing.
$600M
Federal relief distributed through the portal
83%
Self-service adoption within six months
20 to 5 min
Case processing time per record
Engagement closed with 96% user adoption and a commendation from agency leadership.
State Government Agency · Public Sector Solutions Grants Management
Grants management for statewide water infrastructure
Problem
A state water resource agency was distributing hundreds of millions in federal infrastructure funding across four siloed legacy systems, with no unified way to track applications, compliance, or disbursement with the auditability federal grant programs require.
Approach
Led executive workshops and process mapping with more than 40 program managers to consolidate four legacy systems into a single Public Sector Solutions Grants Management platform, with an Experience Cloud site giving external stakeholders visibility into application and award status.
$350M
Annual federal pass-through funds administered
16 weeks
To a working MVP under agile delivery
9.4 / 10
Client satisfaction at close
Delivered with a five-person team and handed to the agency to operate.
Local Government · Agentforce, Service Cloud
AI-assisted 311 non-emergency citizen services
Problem
A municipal government wanted to modernize its 311 non-emergency line, where residents report issues across public works, code enforcement, parks, and utilities. Manual triage and routing were slowing response times as call volume grew.
Approach
Led an Agentforce pilot to triage and route resident service requests automatically, configuring conversational flows, knowledge grounding, and tool actions to handle common inquiries with structured handoff to human agents for complex cases. Integrated with Service Cloud case management to track deflection, response time, and citizen experience.
Live
End-to-end pilot in production
Auto-triage
Of routine requests away from live agents
Roadmap
Adopted for full production rollout
The pilot produced the operational blueprint the municipality is using to scale the program.
Resort & Hospitality Group · Sales Cloud, Marketing Cloud
Guest relations and group sales across multiple properties
Problem
A multi-property resort group needed a unified system for group sales, reservations, and guest relations. Sales pipeline management was fragmented across properties, making it difficult to track group bookings and coordinate the guest experience from inquiry through stay.
Approach
Led a Sales Cloud implementation covering group and corporate sales pipeline, opportunity stages, room block management, and proposal handoffs to operations. Built Marketing Cloud journeys spanning pre-arrival, in-stay, and post-stay communications to support guest satisfaction and repeat bookings.
1
Platform unifying sales and operations across properties
3 stages
Pre-arrival, in-stay, and post-stay journeys
End-to-end
Visibility from first inquiry to post-stay follow-up
Sales and operations teams now share a single view of the guest from inquiry through stay.
Public Health Agencies · Health Cloud, Experience Cloud, MuleSoft
Care coordination and disease surveillance
Problem
Multiple public health agencies needed better tools for care coordination, referral management, and disease surveillance, along with a way for constituents to self-serve intake and appointments without compromising clinical data integrity.
Approach
Led Health Cloud implementations covering care coordination, referral management, and patient outreach, paired with Experience Cloud portals for intake, consent capture, appointment self-service, and secure messaging. Architected MuleSoft integrations to EHR/EMR systems, including Cerner, to bidirectionally sync demographics, clinical events, and care plans while maintaining HIPAA-compliant audit trails.
Bi-directional
Cerner and EHR/EMR integration
HIPAA
Compliant, audited clinical data flow
Population
Health dashboards for program and executive leadership
Agencies gained a secure data flow between Salesforce and clinical systems of record.
Client identities are withheld in accordance with confidentiality agreements. Details available upon request under NDA.
