USGBC Streamlines Service Operation with Salesforce Overhaul

The U.S. Green Building Council (USGBC) serves a global community of architects, engineers, designers, and sustainability professionals working on complex projects across 180 countries.

Managing Leadership in Energy and Environmental Design (LEED), the world's most widely used green building rating system, requires routing to subject-matter experts with reliable data. However, USGBC's service operation was disjointed, with three knowledge platforms, two intake systems, and a bottleneck that hindered employee and member experience.

Kapil Kher, Chief Information Officer at USGBC, embarked on a three-year technology overhaul to consolidate the organization's fragmented service environment into a single system. He recognized the opportunity to give staff a unified view of membership, certification history, and performance, as well as access to knowledge and workflows in one place.

The result was a 22% year-over-year improvement in resolution times, from 4.5 days to 3.5, with 30,000 cases closed year-to-date. Kher frames this metric as responsiveness to the global community, rather than efficiency, highlighting its impact on the organization's operations.