About Client
One of the oldest public sector agencies in Arizona recently teamed up with MST Solutions (A Mastek Company) to migrate their division-specific data to Salesforce.com. Although the agency had seen numerous benefits to using Salesforce over the years, there was still a need to modernize technology that would enable its staff to be more efficient and provide a better digital experience for its customers. By partnering with MST Solutions, the agency was able to improve internal workflows, performance and introduce modern digital services that allow customers to utilize their services using their computer, smartphone, or tablet.
The Challenge
Prior to launching their new solutions, ROC was experiencing issues with its existing technology systems and classic Salesforce org. Since the existing application was on a shared org with 14 other agencies, some of the critical customizations for their workflows could not be implemented. The agency was missing key digital services such as a Document Management Solution, API integrations and some other key features available on the Salesforce Lightning platform. While its staff struggled with delays and inadequate search capabilities of existing systems, its customers were eager to have the same ease of use and 24 / 7 availability from online services that they receive from private sector digital services.
The Challenges
Need to add new features and drive smooth third-party integrations to gain an edge in the online shopping space.
- Efficient maintenance of fighter-jets at distributed locations.
- Manage spare parts inventory within budget, space, and time constraints.
- Forecast parts failures.
- Efficient maintenance of fighter-jets at distributed locations.
- Manage spare parts inventory within budget, space, and time constraints.
- Forecast parts failures.
Solution
The state partnered with MST Solutions to move onto their own dedicated Salesforce Lightning instance, implement a Document Management System, integrate with third-party API’s and provided support on integrating Salesforce with a Customer Portal for online services. Due to extensive experience working with other state agencies, MST was able to provide simple but effective solutions using out of the box Salesforce features but configuring them to solve their biggest pain points. Throughout the engagement, MST followed its three-D’s process to Discover critical issues, Design the future state of the technology and deploy the final solutions accordingly.
- Expertise in developing mathematical models for probabilistic events.
- Ability to develop and deliver complete solution to business users.
- Timely delivery.
Solution
The state partnered with MST Solutions to move onto their own dedicated Salesforce Lightning instance, implement a Document Management System, integrate with third-party API’s and provided support on integrating Salesforce with a Customer Portal for online services. Due to extensive experience working with other state agencies, MST was able to provide simple but effective solutions using out of the box Salesforce features but configuring them to solve their biggest pain points. Throughout the engagement, MST followed its three-D’s process to Discover critical issues, Design the future state of the technology and deploy the final solutions accordingly.
- Expertise in developing mathematical models for probabilistic events.
- Ability to develop and deliver complete solution to business users.
- Timely delivery.
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.
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Integer nec odio. Praesent libero. Sed cursus ante dapibus diam. Sed nisi. Nulla quis sem at nibh elementum imperdiet. Duis sagittis ipsum.
Client, XYZ Company
Technologies Used
- Salesforce Lightning Platform
- DocuSign/Intelledox
- Egnyte
- Nintex
- SmartyStreets
- API integrations with PSI,FirstAdvantage, & AZCC, EMAG
- Salesforce Lightning Platform
- DocuSign/Intelledox
- Egnyte
- Nintex
- SmartyStreets
- API integrations with PSI,FirstAdvantage, & AZCC, EMAG
“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
After working with MST Solutions to update their existing systems, the agency was able to boost the efficiency of their staff and provide modern online services to its customers, all while reducing the overall cost of its technology solutions. The Salesforce Lightning Platform helps the state save thousands of labor hours in data entry, application review and customer notifications each year. The amount of paper handled throughout the agency and that customers need to provide has been drastically reduced. Various APIs are now being utilized to assist with automating tasks such as reviewing applications, assigning investigations, verifying address details, completing background checks, receiving automated exam results for verification, reviewing entity status, processing payments and sending license renewal reminders. Finally, with their internal team of experts, was able to integrate the new Salesforce org with the existing Online Portal to support online applications.
- Disparate EMR data integrated for 360 patient view
- Streamlined referral process
- Business Growth Insights via Reporting / Analytics
- Automated workflows
- Disparate EMR data integrated for 360 patient view
- Streamlined referral process
- Business Growth Insights via Reporting / Analytics.
- Automated workflows
“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%.
Streamline your business processes with
Oracle EPM Cloud
Step into the next generation of business process planning with the power of automation. Leverage flexibility, sociability, and predictive planning to mitigate compliance challenges and outperform volatile market conditions.
Oracle EPM Cloud Implementation Success Stories
Decomplex
Customer Success
Decomplex
Customer Success
Leading automation for the Ministry of Justice
Driving improvement in patient care with data insights
Flexible IT systems for VISA verification
One of the largest county Councils of Greater London saved £4.5m annually