Crisis-Scale Response & Enquiry Orchestration

Context & Engagement

In the spring of 2024, a UK Public Health Authority responsible for citizen health communications across three regional divisions approached Amaanc with an acute operational crisis. The organisation was processing upwards of 50,000 inbound citizen enquiries per day across phone, email, a legacy web portal, and SMS — all managed through a patchwork of 6 disconnected legacy systems accrued over 15 years.

There was no centralised intelligence layer, no automated triage, and no means of identifying which cases required urgent clinical intervention. The consequences were severe:

• Average response time had ballooned to 72 hours
• Citizen satisfaction had collapsed to 31%
• Documented instances of high-risk cases going entirely unaddressed
• Manual backlog management creating dangerous blind spots for vulnerable citizens

Amaanc was engaged following a competitive tender process in which our technical depth in Salesforce Service Cloud, Einstein AI, and MuleSoft integration architecture was deemed the strongest match for the complexity and urgency of the brief. The client required not only a rapid deployment but a future-proof platform capable of scaling nationally.

The Challenge

The operational failure was systemic, not superficial. Six legacy systems — none of which communicated with each other — created an environment where:

• Duplicate enquiry threads inflated the backlog and consumed agent capacity
• No AI-assisted prioritisation meant frontline agents were manually triaging all 50,000+ daily contacts
• Siloed data made real-time supervisor oversight impossible
• No escalation engine existed to surface critical, high-risk cases automatically
• Response SLAs were routinely breached with no automated alerting mechanism

The human cost was significant. Vulnerable citizens requiring urgent clinical guidance were waiting days for responses that should have been delivered in minutes. The reputational and public health risk to the authority was escalating rapidly.

The Solution

Amaanc designed and delivered a comprehensive, enterprise-grade contact centre transformation within an accelerated 11-day go-live window, structured across three delivery phases.

Phase 1 — Omnichannel Consolidation (Days 1–4)

Amaanc's architecture team immediately began decommissioning the fragmented multi-system landscape. All inbound channels — telephony, email, web portal, and SMS — were unified into Salesforce Service Cloud's omnichannel routing engine, creating a single, consolidated queue for the first time in the authority's history.

Each citizen interaction was assigned a unique case record, eliminating duplicate threads and providing agents with complete, chronological interaction histories across all channels.

Phase 2 — Einstein AI Triage & Intelligent Virtual Assistant (Days 5–8)

With the omnichannel foundation in place, Amaanc's AI team deployed the Einstein AI classification model, trained on historical case data to:

• Automatically identify and score cases by urgency, case type, and resolution pathway
• Instantly escalate critical cases to a dedicated senior response team with zero manual intervention
• Surface context-rich case summaries to receiving agents before first contact

In parallel, an Intelligent Virtual Assistant (IVA) was configured to autonomously handle all Tier-1 and Tier-2 enquiry categories — general information requests, appointment queries, and routine health guidance. By go-live, the IVA was resolving 68% of all inbound contacts without any agent touchpoint.

MuleSoft was deployed to architect 11 bidirectional API integrations connecting Salesforce to:

All data synchronisation was achieved in real-time, eliminating the information silos that had been the root cause of the previous system's failure modes.

Phase 3 — Escalation Engine & Supervisor Intelligence (Days 9–11)

A custom escalation workflow engine was built within Salesforce Flow, incorporating:

• Dynamic SLA timers triggering automatic supervisor alerts for cases breaching defined response thresholds
• Risk-based routing rules ensuring vulnerable citizens were surfaced immediately to senior clinical agents
• Automated case tagging for compliance, audit, and quality assurance reporting

A Tableau CRM supervisor dashboard was delivered to provide operational leadership with a live view of:

• Queue volumes across all channels
• Agent performance and capacity utilisation
• AI resolution rates and IVA containment metrics
• Escalation trends and SLA breach patterns
• Real-time citizen satisfaction scores (CSAT)

Delivery Methodology

Amaanc utilised a compressed 3-phase agile delivery framework specifically designed for crisis-context deployments. Each phase concluded with a formal client sign-off gate, ensuring stakeholder alignment and quality assurance at every milestone.

The dedicated Amaanc delivery team comprised 12 specialists:

The team operated in dual-timezone working patterns to maintain velocity across the 11-day sprint, with daily stand-ups, client checkpoint calls, and end-of-phase architectural reviews built into the cadence.

Measurable Outcomes

The results were transformative and immediate, validating both the solution architecture and Amaanc's accelerated delivery methodology.

"In high-stakes environments, technical resilience is paramount. Amaanc's deep governance expertise and precision in complex system integration stabilised our infrastructure during critical health emergencies, delivering an 85% improvement in response velocity."

— Dr. Michael Roberts, VP, Public Sector Health

Scale & Strategic Impact

Six months following the initial deployment, the platform was extended to 2 additional regional health authorities, validating Amaanc's scalable architecture and the commercial viability of the solution at national scale.

Amaanc now provides ongoing managed optimisation services under a multi-year strategic partnership agreement, delivering continuous enhancements including:

• Agentforce agentic AI integration for proactive citizen outreach
• Data Cloud unification for cross-authority analytics and population health intelligence
• Quarterly SLA reviews and Einstein model retraining cycles

Technology Stack

For more information about how Amaanc can deliver crisis-scale transformation for your organisation, contact info@amaanc.com or visit amaanc.com.