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.
The Challenge
Ipswich City Council recently developed a broad strategy named the iVolve transformation program. The aim of this program is to replace council’s complex, ageing and disparate core applications with a new architecture that will provide the City with a modern, integrated and future-proof set of solutions.
Early in 2022, after assessing the risks associated with their current operating environment and in support of the iVolve program, Ipswich City Council took the bold decision to replace their Oracle E-Business Suite solution with Oracle ERP Cloud. This forms the beginning of a new era for Ipswich council that commits it to taking their operations to the next level.
The Challenges
Need to add new features and drive smooth third-party integrations to gain an edge in the online shopping space.
- Performance and security improvements, and website production support leveraging SFRA architecture and mobile application for India region.
- Improvement of site performance, security, and reliability with speed to market, innovation, and retail industry best practices.
- Provide customers with an option to get their order delivered at the nearest store and to pick up the same at their convenience.
- Build dynamic landing pages that are easy to manage without the developer’s help.
- Performance and security improvements, and website production support leveraging SFRA architecture and mobile application for India region.
- Improvement of site performance, security, and reliability with speed to market, innovation, and retail industry best practices.
- Provide customers with an option to get their order delivered at the nearest store and to pick up the same at their convenience.
- Build dynamic landing pages that are easy to manage without the developer’s help.
Benefits
Mastek, a trusted Salesforce partner, implemented the Einstein recommendation feature to cater to the client’s requirement of adding personalization in every customer journey.
- A modern, reliable, fully integrated solution with increased online capability for Council and its customers that is supported by a global Supplier that will provide certainty both now and into the future.
- A solution that is mobile enabled and device agnostic that meets accessibility standards both externally and internally, supporting and enabling a remote and mobile workforce.
- More efficient ways of working supported by simple, integrated, standardised end-to-end automated processes that also deliver access to real-time information, with a single source of truth.
- For customers (residents, visitors and business), it will mean Council services can be accessed much more easily and quickly with more online self-service options that are available 24/7.
- For Council’s business partners, it will mean seamless online and electronic interactions and greater access to Council information and systems.
Benefits
Mastek, a trusted Salesforce partner, implemented the Einstein recommendation feature to cater to the client’s requirement of adding personalization in every customer journey.
- A modern, reliable, fully integrated solution with increased online capability for Council and its customers that is supported by a global Supplier that will provide certainty both now and into the future.
- A solution that is mobile enabled and device agnostic that meets accessibility standards both externally and internally, supporting and enabling a remote and mobile workforce.
- More efficient ways of working supported by simple, integrated, standardised end-to-end automated processes that also deliver access to real-time information, with a single source of truth.
- For customers (residents, visitors and business), it will mean Council services can be accessed much more easily and quickly with more online self-service options that are available 24/7.
- For Council’s business partners, it will mean seamless online and electronic interactions and greater access to Council information and systems.
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.”
The Outcome
With the mobile application, the leading retailer is able to improve customer engagement and brand loyalty with innovative features such as personalized content, push notifications about offers and more.
With Mastek as their trusted partner for Salesforce Cloud implementation, the client realised the following advantages:
- Successful migration of Order Management System without impacting the user experience.
- Enhanced merchandiser experience with the capability to manage the dynamic pages through a business manager.
- Enhanced customer experience with the enablement of multiple features like – Buy Online Pick from Store, Chatbot integration, Auto OTP read and Push notifications on the mobile app.
- Successful migration of Order Management System without impacting the user experience.
- Enhanced merchandiser experience with the capability to manage the dynamic pages through a business manager.
- Enhanced customer experience with the enablement of multiple features like – Buy Online Pick from Store, Chatbot integration, Auto OTP read and Push notifications on the mobile app.
“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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