AW139 and Midnights By US Customs and Border Protection (USCBP) [Public domain], via Wikimedia CommonsSalesforce has announced that the U.S. Customs and Border Protection Agency (CBP) has selected its software to transform its systems, both internally and externally facing. CBP will deploy Salesforce Analytics, Community Cloud and Service Cloud.

CBP will use Community Cloud and Analytics to recruit and support new agents in the field and Service Cloud to drive efficiencies around U.S. border activities . Its aim is to modernise its recruiting process, from hire to retire, as well as manage border activities and its engagement with it citizens.

Solving the internal issues

Salesforce will replace an ageing Siebel system that the CBP has had some legal issues with on accessibility. Salesforce is committed to providing software that is accessible to all individuals. It supports assistive technology and is increasing its use of conversational speech native to the software. It recently announced Conversational Queries to front end Einstein Analytics.

CBP will use Community Cloud to improve its HR processes. Enabling employees to access information about benefits and payroll. Prospective employees will engage with the agency using the same software and it will deliver a consistent experience throughout the onboarding process.

Managers within CBP will utilise Salesforce Analytics to gain a view of the recruiting efforts across the country and abroad. CBP has approximately 59,100 employees and operates in 50 countries with more than 850 employees working abroad. It has diverse requirements both in geography and skills sets and Salesforce analytics will provide CBP with a holistic view of where there are shortages. It will also help identify where a surplus might address shortfalls in other areas.

Assistant Commissioner Linda Jacksta, Office of Human Resource Management, CBP commented: “In this competitive hiring environment, it is critical for law enforcement agencies to embrace new technologies as a tool for accomplishing their mission—and CBP is no exception. We are committed to investing in innovative technologies and solutions, such as Salesforce, to improve our business in the most cost effective and efficient manner possible.”

Helping with external facing

Many of the CBP operations are customer facing. It will use Service Cloud to improve operational efficiencies and handle feedback through multiple engagement channels with Service Cloud. Service Cloud supports multiple engagement channels including Instant messaging, web base enquiries, email and telephony integration. Additionally, it supports skills based routing so that new enquiries can be directed automatically to the appropriate person. CBP may also introduce chatbots as the first layer of its customer service to help solve simple problems and route queries more accurately.

Dave Rey, EVP, Public Sector, Salesforce commented: “There is a huge opportunity for government agencies to modernize so they can meet the expectations of today’s digitally savvy employees and citizens,” he said. “By deploying Salesforce, CBP is empowering its employees with a modern CRM platform that will boost engagement, information sharing and productivity.”

What does it mean

There is no timescale given for the deployment of Salesforce at CBP. It is not a small project and they will no doubt split it into at least two phases. The first may see internal systems replaced and the second an improvement to the customer facing side. The project is reminiscent of the work done in IBM Services by Bluewolf. ET spoke to Bob McDonald, Vice President, Support Transformation, Training & Globalization at IBM about that project and there may be some synergies between the two.


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