American Lung Association
Case Management Implementation
We do business differently. We see opportunities in challenges, and we find solutions.
For the last 117 years, the American Lung Association has worked diligently to improve lung health and to prevent lung disease through education, research, and advocacy. This non-profit organization received a four-star designation from the Charity Navigator in 2019. The American Lung Association relies on their Salesforce Service Cloud to manage their cases so they can serve their clients efficiently.
Divergent worked with the American Lung Association to fix poor architecture, establish the call center within the Service Cloud system, connected and upgraded their CTI information with the American Lung Association’s Service Cloud system. Divergent implemented case management by routing calls, routing email questions, web to case forms, and email to case forms. Divergent created solutions for the American Lung Association to report on compliance for state and national agencies. By implementing Conga Composer Divergent created the dynamic files needed for the American Lung Association to report to the state, local, and national agencies.