The Situation Prior to Salesforce Service Cloud

Northeast Ohio Regional Sewer District (NEORSD) recently determined that its cost-savings program participation to assist financially challenged customers was being underutilized. These programs are essential in helping low-income households afford necessary services, such as energy and utilities. However, the programs had not achieved the desired level of participation.

NEORSD faced challenges such as:

  • Easing the complicated registration process
  • Bringing parts of the program in-house from the Cleveland Housing Network (CHN)

“NEORSD has seen a sharp increase in their cost-savings program participation since these customer experience improvements were implemented. Additionally, internal staff is pleased with the efficiencies that have been introduced in the new solution.”

Dan DiMarco Director, Government Emerging Technology, AST
Let’s Create Progress Together!

“NEORSD has seen a sharp increase in their cost-savings program participation since these customer experience improvements were implemented. Additionally, internal staff is pleased with the efficiencies that have been introduced in the new solution.”

Dan DiMarco Director, Government Emerging Technology, AST

Solution & Benefits After Salesforce Service Cloud

AST leveraged Salesforce Service Cloud to create an in-house cost management solution with robust capabilities to enhance efficiency, reduce costs, and improve customer service. In just under five months, NEORSD was able to make the following improvements.

  • Increase the usage of its Crisis Assistance Program by 400%
  • 100% elimination of paper
  • Improve the user experience via a Self-Service Portal
  • Register 4600 users in first six months
  • Digitally review all applications and documents
  • Reduce the application turnaround to just six days
Industry: State & Local Government

Solution Components:

  • Salesforce Service Cloud
  • Cost Savings Management
  • Experience Cloud
why ast poster why ast poster

Why AST?


The Northeast Ohio Regional Sewer District’s collaboration with AST has led to the implementation of an in-house cost management system, enhancing efficiency, reducing costs, and improving customer service.