Digitizing support services for a UK social impact company

We Are Group is a UK-based social impact company that helps vulnerable individuals access digital skills, financial services, government benefits, and other forms of support. They manage large-scale community programs across the country through a network of partners and advisors.

Their services are diverse, including mental health support, digital inclusion, and financial guidance. Each program is delivered under specific contracts with strict data, eligibility, and reporting requirements.

We Are Group was growing fast, but their earlier systems could not keep up with the complexity of new contracts or rising user needs. 

Each service contract came with its own rules and goals, but most of them were newly introduced, lacking an existing intake process, such as digital forms, workflows, or case handling logic. For one legacy service, the client was using an older Salesforce implementation that lacked standardization and automation. Across the board, there was no unified way to handle requests or engage with users, which made it hard to scale and manage new programs efficiently.

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We Are Group’s platform needed to:

• Support a wide range of contract types without requiring full rebuilds;
• Enable reusable logic for intake, triage, and follow-up;
• Meet hard deadlines imposed by central government clients;
• Scale quickly with minimal lead time and documentation

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The main challenges they faced:

• No unified way to handle or triage incoming service requests;
• Manual processes for call agents with limited automation;
• No self-service portal for users or referral partners;
• Low engagement follow-up due to limited communication tools.

Several of We Are Group’s programs are now fully supported by the new Salesforce setup.

So far, we have achieved:

• Faster and more accurate handling of service requests by agents;
• Fast onboarding of new services with minimal rebuilds thanks to reusable logic;
• Real-time updates available to users and partners through the Experience Cloud site;
• Self-service request creation available for key programs;
• Consistent user engagement through automated Marketing Cloud campaigns;
• More efficient session scheduling based on location data.

• Reduced manual work and made workflows clearer;
• Public and partner access became more transparent;
• Engagement increased thanks to personalized email journeys that keep service users connected;
• Scalable system with new contracts added without major changes;
• The team can deliver support to more people even under strict timelines for government contracts.

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The project aligns fully with the client’s social mission: creating better outcomes for people who need help the most. Our team continues to support them as they plan for the next step, including implementing Agentforce for internal case management.

We started working with We Are Group in June 2024, with a team of seven people from our side, including a system architect, a project manager, a QA, and developers focused on Service Cloud and Marketing Cloud.

Here is what we did:

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1. Service Cloud

We built screen flows to guide call center agents through triage and data capture. Scheduled flows were set up to automate contract-specific eligibility checks and next steps. Custom objects and Apex logic were created to handle complex business rules.

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2. Experience Cloud:

We launched and improved multiple portals for different user groups. Most of them are single-page forms that automatically create Salesforce cases without requiring user registration. However, to enable further engagement and visibility, we also built dedicated pages for tracking case status. Only two portals require user accounts to log in, but even non-authenticated users can check the status of their submitted cases through unique links. This setup enables the client to interact with service users after submission, while keeping the process simple and accessible.

Additionally, we enhanced dedicated partner portals that enable authorized staff from partner organizations to view, update, and manage their assigned cases. A partner-facing portal includes a guided triage flow for accurate referrals and self-service request creation for specific programs like MHCBS.

3. Marketing Cloud:

We set up automated email campaigns triggered by events such as request creation, case updates, or inactivity. Structured journeys were built to improve participation and reduce drop-off. After a case was closed, a survey was conducted to collect feedback on the quality of support.

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4. Integrations:

We integrated with the Advice Pro system for contract-specific data syncing and connected to the Google Maps Distance API to calculate travel times and assign support sessions more efficiently.

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5. UX/UI improvements:

We developed Lightning Web Components for improved triage and submission experiences. The portals were made intuitive and accessible, especially for users with limited digital literacy.