Softchoice, a WWT company, is a leading North American technology solutions provider that helps organizations modernize IT infrastructure and enhance employee experiences through innovative cloud, software, and managed services. With a strong focus on collaboration and customer success, Softchoice drives meaningful transformation across industries.
The Challenge
Managing requests that spanned multiple teams was a recurring pain point. A requestor often had to create separate cases for each portion of a request — and there was no systematic way to connect them.
“Before the redesign, our teams struggled with duplicate cases, missed steps, and delays that slowed down resolution,” said Doug Fisher, Softchoice.
As a result:
- Cases were frequently submitted to the wrong team or in the wrong order.
- Requestors had to manually track and coordinate progress.
- Many cases were canceled or rejected, leading to inefficiency and frustration.
The Solution
Softchoice partnered with Majente to reimagine case management on Salesforce. The Majente team conducted research, reviewed existing workflows, and designed a configurable solution to streamline complex, cross-functional requests.
Now, a single case represents an entire request, with guided prompts collecting all necessary information upfront. From there, tasks and assignments are dynamically generated and sequenced, ensuring that work flows smoothly across teams.
“Majente’s collaborative approach and technical expertise were instrumental. They took the time to understand our challenges and delivered a solution that really worked for us.” — Doug Fisher, Softchoice.
The Results
The new system has transformed how Softchoice handles case management:
25%
reduction in total case volume 1
+10%
complete submissions 2
1-3
hours saved per week 3
1 Fewer duplicate or misrouted requests. /// 2 Better information upfront means faster resolutions. /// 3 More than half of employees surveyed reported saving 1–3 hours per week, leading to significant productivity gains.
A post-implementation survey with 265 employees showed strong adoption:
71%
said guided prompts were “very helpful”
53%
felt they could do their jobs more effectively
“Majente’s collaborative approach and technical expertise were instrumental. They took the time to understand our challenges and delivered a solution that really worked for us.” — Doug Fisher, Softchoice.
Looking Ahead
The redesigned system has delivered a tangible, sustainable impact — making workflows more organized, efficient, and manageable for both requestors and operational teams.
Softchoice is excited to continue its partnership with Majente to drive even greater innovation and transformation.
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