The Situation Before Salesforce

The Commonwealth of Massachusetts, Department of Transportation provides customer service to individuals traveling within the Commonwealth. They aim to enhance transportation infrastructure to ensure safety, reliability, and resilience.

MassDOT is responsible for managing motor vehicle registrations and oversees a network of 10,000 Registered Motor Vehicle (RMV) Business Units, which include dealerships, inspection stations, and other automotive-related entities. They faced challenges in gathering, tracking, and managing information and documentation. Additionally, there was a lack of a comprehensive view of information, hindering effective decision-making and communication.

The client needed a CRM solution to:

  • Integrate with RMV business units for online forms and communication
  • Eliminate paper/manual online registration processes 
  • Provide a 360° view of related information

I am proud of the entire team for their dedication, hard work, and collaboration with DOT-IT team. The project/support was completed on time and within budget. We achieved all the objectives and delivered a successful outcome. We appreciate all your hard work, dedication, continued support, patience and understanding during this time!”

Poorna Piratla Application Development Manager, MassDOT, Information Technology
Let’s Create Progress Together!

I am proud of the entire team for their dedication, hard work, and collaboration with DOT-IT team. The project/support was completed on time and within budget. We achieved all the objectives and delivered a successful outcome. We appreciate all your hard work, dedication, continued support, patience and understanding during this time!”

Poorna Piratla Application Development Manager, MassDOT, Information Technology

Solution & Benefits of the Salesforce Implementation

To address these challenges, our team at AST proposed the implementation of Salesforce CRM with customized configurations tailored to the client’s requirements. We designed a centralized repository within Salesforce to gather, track, and manage information and documentation from RMV Business Units.

AST implemented custom dashboards and reports within Salesforce to provide stakeholders with a comprehensive view of business partner interactions, program participation, and performance metrics. Stakeholders gained a 360-degree view of partner interactions and processes, enabling informed decision-making and proactive management. Salesforce CRM is delivering the following business value:

  • 100% online forms/registration
  • Improved partner and contact management
  • Greater visibility into the process and status of inquiries/cases
  • Online case management
  • Greater visibility into and improved contract management (internal users
  • Streamlined communications with other departments and business partners
  • Support for all communication platforms (e.g. Outlook, SharePoint, anything that has to do with comms) integrated with an external network
  • Automated processes for vehicle registration and communications from the RMV to the internal network
Industry: Public Sector

Solution Components:

  • Salesforce Public Sector Foundation Advanced
  • Salesforce Government Cloud Plus
  • Salesforce Customer Community Plus for PS
  • Intelligent Form Reader with Amazon Textract
  • Salesforce Shield
why ast poster why ast poster

Why AST?


“MassDOT benefitted from AST’s successful Salesforce implementation, replacing outdated processes with a modern solution to increase productivity, improve partner and contact management, and provide greater visibility into the processes.”