From paper logs to real outcomes. How Downtown Dallas Inc. used CUBE84 to bring structure, accountability, and real-time visibility to homeless outreach across the city.

Salesforce Solution Summary

Engagement Model: Salesforce Platform Implementation and Field Service App

Primary Capabilities:Salesforce Service Cloud, Field Service App (FSA), Elerts Integration, Analytics Dashboards

CUBE84 built a purpose-built Field Service App on top of Salesforce, deployed across all four DDI field teams. The Homeless Outreach workflow was engineered to capture every client interaction with guided documentation and sync that data in real time to Salesforce dashboards used by leadership and partner agencies.

Here’s How We Did It

CUBE84 built the FSA as a guided mobile experience that works in the field. Structured enough to ensure consistency, flexible enough to reflect the nuance of outreach work.

Real-time outreach documentation was the foundation. Every client interaction now captures service acceptance or refusal, resource referrals, HMIS identifiers, DPD and DART collaboration notes, and photo attachments. All structured to align with DDI's person-centered model and city reporting requirements.

Encampment lifecycle management brought structure to one of the team's most coordination-heavy activities. Workers document encampment size, estimated lifespan, precise location, current status, and supporting photos. This enables proactive coordination with City departments and partner agencies.

Longitudinal client tracking replaced fragmented records with a continuous client journey. The FSA follows individuals from first engagement through service referrals, Homeward Bound reunifications, housing interventions, and Fellowship program support. Monthly reporting became narrative-rich and evidence-based.

The See Say integration closed the loop between the public and the field. DDI's citizen-facing See Say app allows residents to anonymously report concerns about safety, cleanliness, or homelessness. Through the Elerts integration built by CUBE84, every submitted report now creates a Salesforce case instantly, visible in the FSA, actionable without a phone call, and trackable to closure.

The clean, security, and ambassador teams benefit from the same FSA infrastructure, logging shift activities, incidents, and community engagements with the same real-time sync and dashboard visibility.

Transformation In Motion

DDI's Homeless Outreach team no longer tells a story built from memory. Every engagement is recorded, every referral is tracked, and every client journey is documented from first contact to meaningful outcome.

Leadership walks into board meetings with dashboards showing service acceptance rates, reunification counts, encampment resolution timelines, and engagement trends by geography. Not because someone compiled them the night before, but because the data flows automatically from the field into Salesforce.

The broader operational impact has been significant. Clean Team workflows, security incident management, ambassador engagement tracking, and public- report response all run through the same connected system. DDI moved from reactive field operations to a data-informed, proactive strategy.