The Client
Microchip Technology Inc. is a leading semiconductor supplier of smart, connected and secure embedded control solutions. They’re committed to delivering quality products and building meaningful business relationships with their clients.
The Challenge
Microchip saw an opportunity to bring their instance of Salesforce Sales Cloud to an enterprise level solution, but, similar to many companies in the semiconductor industry, they had a unique set of challenges. Due to extensive testing requirements and long term projects, some sales pipelines took years to close. Their existing system did an adequate job of tracking these projects; however, information was still being lost to disparate systems and manual tracking. In addition, extensive training was needed to become proficient in their use, frustrating new hire onboarding efforts. This made it hard for new team members to ramp up quickly or get a full picture of the accounts they were stepping in to handle.
Finally, Microchip’s tech stack was complex, in various stages of modernization, and had a lot of moving parts. It was vital that any integrations or Salesforce customizations worked seamlessly with their existing technologies and caused zero disruption to their operations. Mastek was selected as their consulting partner due to our extensive knowledge and expertise in Salesforce CRM application configuration, enterprise architecture, and system integration. As a team, we collaborated to define, develop and implement a new platform under the official name “Compass.”
The Situation
Need to migrate from outdated systems to elevate care standards and streamline processes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:
- Need for an efficient data warehousing platform acting a single source of Truth for all data need
- Integrate with other providers to facilitate analytical data-driven insights with best practice and support to assist end-users
- Provide common data to underpin analytics and crucial strategic initiatives such as A&E Dashboard, Model Hospital and Patient Level Costing
- Support and maintain the hybrid architecture which combines on-premise infrastructure with Azure cloud services
- Need for an efficient data warehousing platform acting a single source of Truth for all data need
- Integrate with other providers to facilitate analytical data-driven insights with best practice and support to assist end-users
- Provide common data to underpin analytics and crucial strategic initiatives such as A&E Dashboard, Model Hospital and Patient Level Costing
- Support and maintain the hybrid architecture which combines on-premise infrastructure with Azure cloud services
The Solution
Compass was created using the full power of Salesforce Lightning and a suite of customized apps to bring the sales process fully into the cloud and integrate with their existing tech stack. It pulled together the full opportunity pipeline, project history, and vital operational data onto a single pane of glass. Einstein Analytics added predictive analysis to the sales dashboard to make custom recommendations for maximizing attach rates. Processes that were previously tracked manually, or existed in isolation, were brought into one location, simplifying the sales process and easing onboarding stress. Using integration software, accounts were kept up to date in real time and could be accessed globally.
In addition, careful change management was implemented to ensure buy-in across the enterprise and high adoption rates. Microchip had well over a thousand employees who would need to utilize Compass, so training was a key component to their digital transformation.
- Building and implementing Parallel DWH platform using MS-APS
- Developing highly performant Apps/APIs using Azure event hubs, CosmosDB
- Building an automatic monitoring and alerting framework
- Using modern resources, such as React Native, to develop the NHS Emergency Care Mobile App
The Solution
Compass was created using the full power of Salesforce Lightning and a suite of customized apps to bring the sales process fully into the cloud and integrate with their existing tech stack. It pulled together the full opportunity pipeline, project history, and vital operational data onto a single pane of glass. Einstein Analytics added predictive analysis to the sales dashboard to make custom recommendations for maximizing attach rates. Processes that were previously tracked manually, or existed in isolation, were brought into one location, simplifying the sales process and easing onboarding stress. Using integration software, accounts were kept up to date in real time and could be accessed globally.
In addition, careful change management was implemented to ensure buy-in across the enterprise and high adoption rates. Microchip had well over a thousand employees who would need to utilize Compass, so training was a key component to their digital transformation.
- Building and implementing Parallel DWH platform using MS-APS
- Developing highly performant Apps/APIs using Azure event hubs, CosmosDB
- Building an automatic monitoring and alerting framework
- Using modern resources, such as React Native, to develop the NHS Emergency Care Mobile App
Mastek was chosen because of their clear ability to listen to our needs, their demonstrated Salesforce expertise and modern project management approach. This formula was key to ensuring success in the first step of our transformation.
– Ryan Johnson
CIO Arizona State Land Department
Mastek was chosen because of their clear ability to listen to our needs, their demonstrated Salesforce expertise and modern project management approach. This formula was key to ensuring success in the first step of our transformation.
CIO Arizona State Land Department
The Outcome
During the client engagement training and onboarding process, more than 1,400 Microchip employees were onboarded to the new system. Microchip was able to achieve an 87% adoption rate for the new Compass platform. This fully customizable, scalable solution now provides better and more timely access to technical product knowledge, fostering collaboration and more effective communication throughout the organization. The seamless scalability of Salesforce Sales Cloud has supported Microchip Technology’s unique client engagement process. Partnering with Mastek helped accelerate the journey to delivering a unified customer experience their customers expect.
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:
- 1,300 lease applications located, organized, and migrated
- 6,600 accounts migrated
- 19,000 documents digitized
- 2 legacy system data integrations
- 5 legacy screens retired
- 110 users launched
- 30 self-service applications implemented
- 58 unique application workflows developed
- 40% reduction in foot traffic
- 70% reduction in information silos
- 25% reduction in application processing time
“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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