The Client
As the state’s leading economic development agency, the Arizona Commerce Authority (ACA) has a streamlined mission to grow and strengthen Arizona’s economy. The ACA uses a three-pronged approach to advance the overall economy: recruit, grow, create – recruit out-of-state companies to expand their operations in Arizona; work with existing companies to grow their business in Arizona and beyond; and partner with entrepreneurs and companies large and small to create new jobs and businesses in targeted industries.
For several years, the client services division utilized a highly customized instance of force. com to capture the agency’s progress toward their business attraction and expansion goals. In order to improve user experience for existing Salesforce users and optimize Salesforce for new users, the ACA needed to expand the functionality of its existing application.
Recognizing that data is one of its most important resources, ACA knew tapping into the power of Salesforce could further improve data capture and reporting by providing a 360-degree view of their interactions with accounts and contacts.
With the assistance from MST Solutions(A Mastek Company), ACA successfully transitioned its super users to Salesforce Sales Cloud, added other business units to the platform, implemented standardized training and enhanced its reporting capabilities. With the uniform and efficient use of Sales Cloud, ACA provides a unified user experience and maintains data across the entire agency
The Challenge
Although ACA was already using Force.com to drive much of their sales process, its leadership realized the limitations of making the platform work as an agency-wide application. Employees outside of the client services division were eager to add data collection capabilities, activity and metric tracking and new features that would provide a 360-degree view of all client interactions. They also needed to Improve the user experience by applying functionality that was best implemented out of the box. In order to make Salesforce fit the needs of the broader organization, ACA needed to find a trustworthy partner to customize and implement Sales Cloud.
Need to migrate from outdated systems to elevate care standards and streamline processes
With an aim to drive better experiences for its patients and physicians, TeamHealth wanted to modernise its technology infrastructure to:
The Solution
ACA selected MST Solutions as its partner based on its experience implementing Sales Cloud and reputation for working with other public sector organizations. MST Solutions began the Sales Cloud implementation process by conducting comprehensive discovery sessions with ACA’s business teams to dive into their business requirements and gain a complete understanding of existing business processes. MST Solutions facilitated process mapping exercises, configured new Salesforce record types and reports and implemented advanced Sales Cloud functionality.
A significant amount of data was imported to Salesforce, including over 1200 records of Arizona Innovation Challenge data. After implementing Sales Cloud, MST and ACA focused primarily on building on the momentum of previous work to improve user adoption and introduce Einstein Analytics.
- Increased sales and reporting efficiency
- Improved user adoption of the Salesforce platform
- Reduced redundancies
The Solution
ACA selected MST Solutions as its partner based on its experience implementing Sales Cloud and reputation for working with other public sector organizations. MST Solutions began the Sales Cloud implementation process by conducting comprehensive discovery sessions with ACA’s business teams to dive into their business requirements and gain a complete understanding of existing business processes. MST Solutions facilitated process mapping exercises, configured new Salesforce record types and reports and implemented advanced Sales Cloud functionality.
A significant amount of data was imported to Salesforce, including over 1200 records of Arizona Innovation Challenge data. After implementing Sales Cloud, MST and ACA focused primarily on building on the momentum of previous work to improve user adoption and introduce Einstein Analytics.
- Increased sales and reporting efficiency
- Improved user adoption of the Salesforce platform
- Reduced redundancies
MST is an outstanding consultancy – quick to learn our business, strong discovery and implementation skills. The company set the bar for service delivery. It was refreshing to work with a highly invested partner.
– Lauren Wright
Director of Quality Improvement Arizona Commerce Authority
MST is an outstanding consultancy – quick to learn our business, strong discovery and implementation skills. The company set the bar for service delivery. It was refreshing to work with a highly invested partner.
– Lauren Wright
Director of Quality Improvement Arizona Commerce Authority
Technologies Used
- Salesforce Sales Cloud
- Einstein Analytics
- Scan to Salesforce
- DocuSign
- Outlook Sync for Lightning
- Salesforce Sales Cloud
- Einstein Analytics
- Scan to Salesforce
- DocuSign
- Outlook Sync for Lightning
Results
MST Solutions is proud to be a trusted consulting partner for ACA and support its goal of strengthening and growing Arizona’s economy. After extensive collaboration, user profiles and data were successfully migrated from Force.com to Salesforce Sales Cloud. Sales Cloud allows ACA users to log leads, opportunities, track their activities and metrics and run reports specifically configured to their business requirements. Users are no longer tied to spreadsheets or required to enter data manually.
With Sales Cloud newly implemented, ACA adopted a standardized training methodology to ensure current and future users were comfortable using the tool. ACA then recognized the value that Einstein Analytics offered its management teams. Einstein Analytics provided access to critical data in an automated, highly customizable and visual way. The ACA’s Salesforce Refresh project has resulted in increased user adoption of Salesforce, expanded business data capture, eliminated redundant processes and enhanced reporting capabilities throughout the organization.
Digital Transformation Drives Business Value
As a result, approximately thirty unique application types were digitized to a branded web portal with a modern customer-centric look and feel. Aside from land and lease application processing built on Salesforce Service Cloud and Communities, the cloud solution included integration to the legacy ERP, document management system, and several custom apps that provide project tracking for the commissioner’s office and the Real Estate and Trespass divisions.
Business value was delivered throughout-from workflow processing, document digitization and migration, integrations for online fee payment systems, and organizational change management. A community portal was created to help citizens submit and check the status of electronic applications along with an online payment system for application fees. Other benefits and accomplishments included:
MST Solutions is proud to be a trusted consulting partner for ACA and support its goal of strengthening and growing Arizona’s economy. After extensive collaboration, user profiles and data were successfully migrated from Force.com to Salesforce Sales Cloud. Sales Cloud allows ACA users to log leads, opportunities, track their activities and metrics and run reports specifically configured to their business requirements. Users are no longer tied to spreadsheets or required to enter data manually.
With Sales Cloud newly implemented, ACA adopted a standardized training methodology to ensure current and future users were comfortable using the tool. ACA then recognized the value that Einstein Analytics offered its management teams. Einstein Analytics provided access to critical data in an automated, highly customizable and visual way. The ACA’s Salesforce Refresh project has resulted in increased user adoption of Salesforce, expanded business data capture, eliminated redundant processes and enhanced reporting capabilities throughout the organization.
“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%.
- Ensured a single version of the truth for improved operational and services insights
- Enabled real-time collections to run 10x faster
- Drove 90% faster response times for patient level and other reports
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