In partnership with MST Solutions, a global Salesforce Partner, AZROC launched its licensing, renewals, and investigations solution on the FedRAMP-authorized Salesforce Platform. “It is an automated, digital case management system that guides customers through the various steps and forms required to obtain a license, initiate an investigation, or update their credentials.” said Jeff Zimmerman, Chief Information Officer, AzROC.
The information submitted through the system is captured in a profile-like setting, giving AzROC a 360-degree view of the customer request. The configuration capabilities available via the Platform enables AzROC to capture information unique to the mission (think: picklists fields with options like “activation date” or “permit close date”) without having to write custom code. “This not only saves time and budget, but also allows for automatic updates that are pushed through the AzROC system,” said Zimmerman.
The Platform’s configuration capabilities also helped support AzROC’s three-fold process covering its major operations – accounting, compliance, legal, and licensing -- allowing the team to offer a consistent user experience on the front end without having to sacrifice the necessary program-specific workflows on the backend. “On the licensing side, for example, we can enforce role and responsibility parameters. The team uses Pareto charts to assess what criteria is most important to a given customer, and then determine process flows from there. We built this right into the workflow rules, developing a system that can address the needs with the biggest impact, first. Then we began the integrations of the accounting and legal departments” said Brian Kirby, Director of Strategic Licensing Solutions, MST Solutions.
APIs share information between departments, and push notifications alert staff of new action items. Insights and best practices from the Salesforce AppExchange marketplace accelerated design and deployment time even more. “From an IT standpoint you're managing one platform versus several throughout your agency, or even your state” Zimmerman added.