Transforming Government Operations: Real Results from Ascendant CRM
The Challenge: Cases Falling Through the Cracks
A Department of Justice office was struggling with an 85% case closure rate – meaning 15% of constituent cases were being abandoned or forgotten. Their legacy system made it difficult to track case progress, collaborate across departments, and maintain accountability for follow-through.
Staff reported frustration with lost communications, unclear case ownership, and no visibility into department-wide performance metrics.
The Solution: Complete Visibility and Accountability
Ascendant CRM provided:
- Full interaction lifecycle tracking for every case
- Clear case ownership and responsibility assignment
- Automated follow-up reminders and escalation protocols
- Over 20 different reports for tracking trends and productivity
- Searchable database of all completed conversations
- User audit trails for complete accountability
The Results
Excellence in Government Service Delivery After one year of using Ascendant CRM:
Case closure rate improved from 85% to 95%
with the same staff size
100% case visibility
through templates and automation
Improved interdepartmental collaboration
across all staff members
Data-driven decision making
through priority-based workflows
Enhanced public trust
through reliable follow-through
“The reporting capabilities alone have made us a more strategic organization. We can see patterns, identify issues before they become problems, and continuously improve our service delivery.” – Legislative Director, DOJ Office