Situation Before the Salesforce CRM Implementation

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

MassDOT is responsible for managing motor vehicle registrations (RMV) and overseeing a network of 10,000+ Registered Motor Vehicle (RMV) Business Units, which include dealerships, inspection stations, and other automotive entities. The client faced challenges in gathering, tracking, and managing information and documentation and lacked a comprehensive view of its processes, hindering both decision-making and communication.

The client required a Salesforce CRM solution to:

  • Enable RMV business units with online forms and communication
  • Eliminate paper/manual online registration processes
  • Provide a 360° view of all processes

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Let’s Create Progress Together!

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Solution & Benefits After the Salesforce Implementation

AST’s Salesforce expertise enabled a collaborative approach that aligned with MassDot’s business processes and objectives for modernization. Our team proposed the implementation of Salesforce CRM with customized configurations tailored to the MassDot’s specific requirements. AST 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 interactions, program participation, and performance metrics. Stakeholders gained a 360° view of partners and processes, enabling informed decision-making and proactive management. Other delivered business values include:

  • 100% online forms/registration
  • Improved partner and contact management
  • Greater visibility into the process and status of cases with online case management
  • Greater visibility into contract management for internal users
  • Streamlined communications between departments and business partners
  • Improved integration between communication platforms (e.g., Outlook, SharePoint, etc.)
  • 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
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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.”