Improving Customer Support for Sonoma County ISD

Sonoma County, located in northern California, employs over 4,000 people with a mission to enrich the quality of life for the citizens it serves. The Information Systems Department (ISD) is responsible for providing county staff with cost effective, consistent, and responsive technology tools while striving for exceptional customer support.

Sonoma County used a survey tool to assess employee satisfaction on internal support services that was set to expire in December 2022. While the tool was effective at collecting survey responses, the feedback was received and reported in bulk – making it a challenge to take timely action.

Upon receipt of a negative response, the county desired a system that could send immediate notification to the manager of the division who handled the support ticket. With over 40 distribution lists for managers, this added an additional layer of complexity. The county had an Active Directory that was already synced with Azure Active Directory in the cloud, making the Microsoft platform a great fit for a solution.

Learn how Sonoma County worked with Arctic IT to deploy Dynamics 365 Customer Voice for collecting employee feedback on support services by ISD with flexible real-time reporting.