Independent Pilots Union

Case management with 2,200+ granular contract case codes

This pilots union gave its call centre agents a guided way to record the exact contract section behind every call, feeding executive trend reporting.

Date
August 7, 2026
Topic
Customer Service Management
Summary

An independent pilots union operates a call centre where agents answer member questions about the collective bargaining agreement, but had no practical way to record which specific section each call concerned or to report on trends. We implemented Service Cloud with Precision Case Codes, a guided case-type selector, configured with more than 2,200 codes mirroring the agreement's structure and paired with knowledge articles carrying each section's text. Agents now classify calls to the exact subsection with fewer data entry errors, and leadership gets detailed reporting in place of manual spreadsheet analysis.

Focus Areas
Service Cloud, Case management, Knowledge articles, Executive reporting
Challenge

The union runs a call centre fielding questions from members about their collective bargaining agreement. Agents needed fast access to every part of the agreement while also recording which specific section or subsection each call concerned. Free-form or coarse case categorization made that impractical, and leadership had no reliable way to see trends in member concerns without manually working through spreadsheets.

Solution

We deployed Service Cloud alongside Precision Case Codes, a component that lets an agent drill down an intuitive path to the exact case type — here, the relevant section of the agreement. More than 2,200 case codes were configured to mirror the agreement's section and subsection structure. Knowledge articles containing the text of each section were paired with the case codes, giving agents the contract language and the correct classification in one workflow.

Results

Agents can record the precise agreement section a member calls about, and the guided interface reduces confusion and data entry mistakes. Leadership now gets high-fidelity reporting on call drivers instead of hunting through spreadsheets, showing where member concerns concentrate.

2,200+
case codes mirroring the agreement structure

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