How the City of Boulder Amplifies Impact Using Exponent Case Management and Formstack

Posted in: Blog
By: Marthe Rana

Nestled in the foothills of the Rocky Mountains in northern Colorado, the picturesque City of Boulder offers a laid-back culture of arts and music, a thriving food and microbrew scene, and best of all, virtually unparalleled easy access to the outdoors. It’s also home to upwards of 108,000 Boulderites, including Nicolia Eldred-Skemp, a data analyst and Salesforce admin with the city’s Housing and Human Services Department. The department operates under the motto of “we strive for all to thrive” and provides community resources so everyone can experience Boulder as an inclusive and equitable community. The city provides programs to the community such as family resource schools, older adult services, community mediation, financial and rental assistance, food rebates, eviction prevention,  and affordable homeownership to support over 3,700 low-income community members across their entire lifespan.

The challenge 

Now, as any seasoned sys admin can tell you, the state of the systems you inherit is often undocumented to put it nicely. Nicolia, who joined the department in 2020, found this to be especially true. Luckily, her quick wit—and some reverse engineering—helped her get up to speed rapidly. While she was getting up to speed, the department was implementing Exponent Case Management and integrating it with a tool they already had in place, Formstack, to reduce the amount of data entry from inquiries from the community. 

The platform

Both tools are built on the world’s best CRM: Salesforce. Salesforce’s massive

investment in R&D innovation and more than 4,000 integrated applications means you have a solution for every need and can have a single source of truth when measuring your impact. Exponent Case Management has been helping human services agencies better serve their clients with a full suite of case management tools for intake, assessment, service planning and provisioning, outcomes reporting, dashboards and so much more. Features are designed to naturally collect data while helping staff to unlock the true value behind it. With Formstack for Salesforce, you can break down data silos, save time, and improve the customer experience with dynamically pre-filled forms, automated document generation, and streamlined digital signature collection—all in one centralized system.

“Exponent Case Management and Formstack allow City of Boulder’s Housing & Human Services program staff to spend more time assisting clients and less time with manual data entry. Both tools work together to provide efficient and seamless data management of essential client information, which leads to huge time savings for staff.”  — Nicolia Eldred-Skemp, Senior Data Analyst and Salesforce System Administrator for the City of Boulder

So how exactly have Exponent Case Management and Formstack helped the city to amplify their impact? 

Time saved on data entry 

Community members have made 3,000 inquiries about mediation and eviction prevention programs since Salesforce went live in Formstack, and all Inquiries and Contacts are automatically created by Formstack and linked together.

Streamlined processes 

Staff can focus on quickly processing inquiries and working directly with clients since the records are automatically created in Salesforce and assist them more rapidly. 

Reduced reporting time

Now that all of our direct client services are run through Exponent Case Management, it’s a breeze to report system-wide information about clients, demographics, and financial assistance provided. In fact, it took only a couple of hours to gather the requested data for a recent Council request—a process that would have taken at least a week in the past.

Now program staff can spend less time on data entry and more time on helping their constituents. These are just a few of the ways that the City of Boulder has experienced increased success after the implementation of these Salesforce solutions. Join Nicolia on June 29th at 11 am PT for a live webinar and demo that will reveal how these powerful Salesforce AppExchange solutions have informed the city’s data management strategy.

FORMulating Impactful Data Management Strategies 
How the City of Boulder Amplifies Impact Using ECM and Formstack

June 29th at 11am PT | 12pm MT | 2pm ET
Register here: