Case Study: Salesforce and American Diabetes Association

The support agents at the Center for Information and Community Support (“Center”), the call center of the American Diabetes Association (ADA), provide information on diabetes as well as ADA programs, products and events, to people diagnosed with diabetes, their family members and the professionals who treat them.
In 2014, the Center handled more than 150,000 inquiries — via web chat, phone and email. Given this high volume of inquiries, the Center could no longer trust their legacy system to support their activities.