Massachusetts Office of Business Development
Situation Before Salesforce
The Commonwealth of Massachusetts’ Office of Business Development (MOBD) serves as the State’s principal development agency, assisting in the expansion of businesses, promoting Massachusetts as a business location, and aiding businesses in a variety of ways. MOBD had been operating with outdated technology and inefficient processes and was unable to provide responsive service or transparency to its constituents. Primary methods of communication between MOBD and consumers included email, phone, or time-consuming in-person visits.
MOBD recognized the need to improve customer service with modern processes, automation, and timely communication.
The client required a solution that would improve customer and employee experiences by delivering on the following objectives:
Improve tracking of status and history of incoming applications
- Identify trending issues
- Enable informed, proactive decision-making
- Enable online application processing
- Improve data integrity
- Streamline communication with customers
On behalf of the team from the Massachusetts Office of Business Development, I’d like to sincerely thank all of you for your kindness, diligence, and extraordinary effort! We are very excited for this professional application (all 7 of them) to be placed on our website. I am very impressed with the AST team…every member! Thank you all very much for working with our team to develop a first-class application process when applying for economic incentives in the Commonwealth of Massachusetts.”
Peter Milano Director of Strategy & Business Development, MOBDOn behalf of the team from the Massachusetts Office of Business Development, I’d like to sincerely thank all of you for your kindness, diligence, and extraordinary effort! We are very excited for this professional application (all 7 of them) to be placed on our website. I am very impressed with the AST team…every member! Thank you all very much for working with our team to develop a first-class application process when applying for economic incentives in the Commonwealth of Massachusetts.”
Peter Milano Director of Strategy & Business Development, MOBDSolution & Benefits of Salesforce Service Cloud
AST’s history of successful modernization within State and Local Government made it the ideal partner for this engagement. AST developed a custom site where MOBD clients can create, update, and submit applications completely online. Intuitive automation allows applications to be efficiently routed for review and approval, and communication between MOBD and its constituents is now timely and effective.
By partnering with AST for this cloud transformation, MOBD has achieved 100% elimination of paper forms and manual processing. Modern government processes ensure data integrity and improved reporting, enabling more informed and proactive decision-making.
Solution Components:
- Salesforce Service Cloud
Why AST?
MOBD benefitted from AST’s successful Salesforce implementation, replacing outdated processes with a modern government system to automate processes, enable efficiency, increase productivity, and improve reporting.