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“MassDOT benefitted from AST’s successful Salesforce implementation, replacing outdated processes with a modern solution to increase productivity, improve partner and contact management, and provide greater visibility into the processes.”
