The Client
The City of Ipswich is a local government area in Queensland, Australia, located within the southwest of the Brisbane metropolitan area, including the urban area surrounding the city of Ipswich and surrounding rural areas. Ipswich is Queensland’s oldest provincial city and one of Australia’s fastest growing and most vibrant regions.
The council delivers a variety of services to the local community and local businesses including waste management, water and flood management, animal permits, building and planning permissions, cemetery management, libraries, parks and gardens, aged and child care services etc.
Objectives
MathWorks needed a flexible cloud architecture with unified data model that would simplify the data environment and consolidate applications.
In an effort to accelerate their cloud modernization initiative, MathWorks engaged BizAnalytica (now part of the Mastek Group LLC) to develop and implement a reference architecture that would leverage pre-built frameworks.
MathWorks needed to develop a holistic technical solution that would support the demands of its business and end users.
The Challenges
Need to add new features and drive smooth third-party integrations to gain an edge in the online shopping space.
- Falling behind competition in regards to product innovation
- Facing performance challenges with increased demand on data environment
- Existing on-premise systems nearing end of life
- Falling behind competition in regards to product innovation
- Facing performance challenges with increased demand on data environment
- Existing on-premise systems nearing end of life
Why Mastek
Mastek, a trusted Salesforce partner, implemented the Einstein recommendation feature to cater to the client’s requirement of adding personalization in every customer journey.
- Proven expertise in implementing Snowflake on Azure Cloud.
- Pre-build frameworks enable cost reduction and increase speed to market.
- Skilled on-shore and off-shore resources enable Biz to provide an affordable solution.
Why Mastek
Mastek, a trusted Salesforce partner, implemented the Einstein recommendation feature to cater to the client’s requirement of adding personalization in every customer journey.
- Proven expertise in implementing Snowflake on Azure Cloud.
- Pre-build frameworks enable cost reduction and increase speed to market.
- Skilled on-shore and off-shore resources enable Biz to provide an affordable solution.
MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.
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Client, XYZ Company
The Outcome
“We were in desperate need of a single source of truth for many years, and it’s finally here,” said Ortiz. “MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.”
Ortiz and her team are now working with MST to create an agent service desk in Salesforce. “My company has no concerns because as soon as I said, ‘Oh yeah, my team from MST is going to build this,’ there was a sigh of relief,” concluded Ortiz. “I want MST around forever. They’ve given me the biggest feather in my cap because this has been a painful problem for many years. I can say with confidence that this has made me and my team a lot more important and influential at Liveops because we provided a solution that works, something that improves people’s experiences.”
Benefits
- Align the strategic cloud direction to significantly reduce operational costs and increase speed to market
- Reduced and eliminated dependency on proprietary technology
- Over 30% reduction in query response time
- Accelerated internal adoption of Snowflake
- Improved customer satisfaction and confidence
- Align the strategic cloud direction to significantly reduce operational costs and increase speed to market
- Reduced and eliminated dependency on proprietary technology
- Over 30% reduction in query response time
- Accelerated internal adoption of Snowflake
- Improved customer satisfaction and confidence
“We can now deliver value as fast as the business needs it. As a result of the continuous improvement steps, we have really leaned into transitioning existing processes into Salesforce,” said Spratling. “Salesforce really shines when it comes to adding bells and whistles. Just a few examples include help desk tickets, purchase orders, and billing.”
The project, which was completed in several phases, helped ASLD optimize and strengthen their service delivery capabilities on one of their core processes that directly supports their mission. The agency is better connected to their customers, which allows employees to more easily service and respond to customers’ needs. Since the launch of the system, paper applications have been reduced by 95% and end-user adoption rates have increased to 98%.
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