One of the oldest public sector agencies in Arizona recently teamed up with MST Solutions 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.
Renovating Digital Experiences
The State of Arizona modernizes technology to provide a better experience to its customers and employees
Prior to launching their new solutions, the agency 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 agency 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.
BY THE NUMBERS
- Estimated savings of 10,000 hours of labor per year
- Saved $100,771 in annual AppExchange costs by using standard Salesforce Lightning features
- Customer communications such as 1,600 renewal reminders and license actions are sent automatically via text and email per month
- Accuracy and quality of data improved – by implementing Smarty Street (address verification tool), saving $11k annually
- Estimated reduction in returned/rejected mail by $25k (or 5,250 pieces of mail)
- Expected 35% reduction in application deficiencies
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 by customers 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, the agency was able to integrate the new Salesforce org with the existing Online Portal to support online applications.
KEY TECHNOLOGIES USED
Salesforce Lightning Platform
API integrations with PSI, FirstAdvantage, & AZCC, EMAG