The Client
Gaining department status in 1993, the City of Albuquerque Economic Development Department (CABQEDD) helps promote and facilitate business development, create and implement economic development strategy, and strengthen ties with the private sector.
Offering support, services, and programs to gain and aid in the growth of businesses, the CABQEDD have created the infrastructure for Albuquerque to emerge as a market for businesses to thrive in.
The Challenge
In October, the CABQEDD was tasked with managing and disbursing a $10 million grant program that needed to support as many local businesses as possible by the end of December 2020. The department realized that to meet these expedited goals, they would need to update their current manual system of receiving, processing, and funding grants to a more efficient process.
The manual systems in place required hours of extra effort across multiple employees in the department, reaching out to businesses, directing them on how and where to fill out an application, recording applicant information into spreadsheets, processing qualified applicants, and finally sending the funds to approved businesses. A more automated option was needed to help make the application process easier for small business applicants, providing reminders and status updates on applications, and enabling staff to review, process, monitor, and report on the grant, application, and funding metrics quickly and easily. Adding to the challenge was a two-week deadline to publicly launch the grant program.
The Challenges
Need to add new features and drive smooth third-party integrations to gain an edge in the online shopping space.
- Non-availability of real time data for analytical decision making
- Data loading into on-prem servers taking 6-7 hours, no real error handling mechanism in place
- Administrative challenges due to managing multiple databases
- Non-availability of real time data for analytical decision making
- Data loading into on-prem servers taking 6-7 hours, no real error handling mechanism in place
- Administrative challenges due to managing multiple databases
Solution
After a preliminary discovery phase with the department, MST Solutions (A Mastek Company) designed and implemented a grants management application on Salesforce Sales Cloud with a Community portal and Docusign. Through this design, the department could automate the application process, identify the status of applicants quickly, and deliver grant agreement documents for electronic signature once approved. The sales path for the grant approval lifecycle provided grant officers with the guidance needed to efficiently process applications, as well as communicate with applicants on any errors or questions.
Additionally, the digitization of applications and processing automation allowed for comprehensive reporting, such as application status, the performance of grant applications processing, funds disbursement tracking, auditing of applications, and funds disbursement.
- Proven expertise in implementing Snowflake with AWS Cloud
- Expertise in implementing a self serve BI solution for end users
- Model to reduce high maintenance cost and slow application development
- Experience to minimize data movement to improve performance
Solution
After a preliminary discovery phase with the department, MST Solutions (A Mastek Company) designed and implemented a grants management application on Salesforce Sales Cloud with a Community portal and Docusign. Through this design, the department could automate the application process, identify the status of applicants quickly, and deliver grant agreement documents for electronic signature once approved. The sales path for the grant approval lifecycle provided grant officers with the guidance needed to efficiently process applications, as well as communicate with applicants on any errors or questions.
Additionally, the digitization of applications and processing automation allowed for comprehensive reporting, such as application status, the performance of grant applications processing, funds disbursement tracking, auditing of applications, and funds disbursement.
- Proven expertise in implementing Snowflake with AWS Cloud
- Expertise in implementing a self serve BI solution for end users
- Model to reduce high maintenance cost and slow application development
- Experience to minimize data movement to improve performance
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
Technologies Used
- Salesforce Sales Cloud
- Docusign Document e-Signature
- Salesforce Sales Cloud
- Docusign Document e-Signature
“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.”
Results
With Salesforce now acting as the foundation for grants management, the CABQEDD was able to streamline their process; over 1,600 applications were submitted and 1,000 small businesses were approved for grant funding. CABQEDD has disbursed all of the $10 million to local small businesses through the grant program. This has allowed local businesses to secure the funding they needed to keep employees and stay in business during the nationwide pandemic.
Additionally, with the onboarding of the Salesforce platform and Community technology, the department is now capable of managing their customers and constituents through a 360-degree view. Through this view, staff can provide greater levels of service while citizens can interact with the department virtually—when and how they choose.
- Grants Data Insights via Reporting / Analytics
- Automated Workflows
- Mass Email Campaign Capabilities
- Improved Staff Efficiencies
- Grants Data Insights via Reporting / Analytics
- Automated Workflows
- Mass Email Campaign Capabilities
- Improved Staff Efficiencies
“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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