Index Analytics designs and implements Salesforce Customer Relationship Management (CRM) solutions to help our clients manage their customer base and meet their data analysis and research needs. Index Analytics was instrumental in designing a multi-instance COTS Salesforce strategy to address case management needs for CMS. This Salesforce solution, which supports over 70 users, provides an automated system for more efficient and enhanced case management tasks. Index configured and developed various workflows and approval processes within Salesforce to track and manage case status. We developed triggers and visual workflows and outbound email notifications using Apex classes to automate business processes for case resolution.