Southpoint implemented enhancements to a case management application called the Ombudsman Matter Management System (OMMS) used by the Securities and Exchange Commission’s (SEC) Office of the Investor Advocate (OIAD) to collect and manage inquiries from the public.

OMMS is built on the Salesforce Service Cloud platform and can collect public inquiries as well as track and report related actions. Southpoint developed a responsive and 508 compliant web form to ensure accessibility and usability on any device. The SEC OMMS Matter submission form is now one of the most accessible forms on the SEC website (https://omms.sec.gov/).

Southpoint also migrated the OMMS users from the Salesforce Classic to the Lightning Experience user interface, allowing SEC to take advantage of new, innovative features available on the Salesforce platform. Southpoint also implemented single sign-on integration with SEC Active Directory.

The Bureau of the Fiscal Service (Fiscal Service) had existing instances of Salesforce, Fiscal Service OneVoice CRM and myRA CRM, that needed to be improved upon to meet their goals. Southpoint was hired to address the deficiencies and continue to enhance the instances. The OneVoice CRM system provides functionality that improves the customer experience by enabling the Fiscal Service to obtain a single view of a customer interactions across all business lines so that Fiscal Service appears as “OneVoice” to the customer. Business lines within the bureau primarily operated in silos and utilized various methods to track customer interactions making it difficult to analyze cross agency customer data.

SouthPoint leveraged an Agile development approach to implement enhancements in the two Salesforce orgs, Fiscal Service OneVoice CRM and myRA CRM. We migrated these two instances to the Salesforce Government Cloud and automated several business processes. We configured the OneVoice CRM Salesforce instance to manage onboarding for its customers allowing complete transparency and real-time status for leadership and team members. Southpoint automated a 20-page customer application and exposed the form to external customers to streamline the request and approval processes for database access. This group utilizes a stringent approval process within OneVoice CRM to process these requests improving visibility into where the request sits in the approval process. We also developed a tool to manage internal IT projects within 4 weeks, replacing a cumbersome, legacy tool.

The Consumer Protection Safety Commission (CPSC) Small Business Ombudsman faced the challenge of providing consumers with information to product safety laws and regulations in an efficient manner. CPSC staff received numerous phone calls from consumers needing answers to questions about product regulations.

Southpoint designed an Education Learning compliance safety wizard that walks users through a series of questions to produce a comprehensive report of recommended guidelines applicable to the product. The step-by-step process assists consumers in navigating, understanding, and complying with product regulations. We exposed the Visual Workflow based wizard through a VisualForce page called from the CPSC website. Southpoint also created a backoffice feature in the Sales Cloud environment that gives the Small Business Ombudsman the ability to manage the questions asked within the wizard and the regulations associated with each question.

The Education Learning wizard simplified the consumer product safety rules so that consumers with no prior experience could develop their products with step-by-step guides and Q&A. The wizard is featured prominently on the CPSC homepage as a resource to small businesses.

Contract Number: GS00Q17GWD2057
DUNS Number: 962455601

Contract Point of Contact:
Nicale Nxumalo
Email: nnxumalo@southpointconsulting.com
Phone: 703.910.5089

View additional details here: https://www.gsaelibrary.gsa.gov/