Client Impact Story

Leaving a legacy behind

Arizona State Land Department’s Transformation To The Cloud Enables Modern Customer Experience And Operational Efficiency

BACKGROUND

Committed to investing in the governor’s cloud-first strategy and leveraging the Arizona Management System process improvement initiative, the Arizona State Land Department (ASLD) turned to Salesforce and MST Solutions to initiate their journey to the cloud. Throughout the journey, ASLD was able to modernize its customer service and technology infrastructure, further expanding its capacity to fulfill the mission of serving Arizona’s multiple beneficiaries. ASLD recognized the need to replace their paper-based processes with a modern, user-friendly solution that would give customers timely access to information. For employees, ASLD’s goals centered around processing efficiencies and information sharing. To achieve these outcomes, ASLD partnered with MST Solutions to evaluate their Salesforce platform licensing package based on current and future roadmap requirements.

CHALLENGE

Prior to implementing Salesforce, customers were required to submit paper applications in person or via mail. They lacked online visibility into the status of their applications and requests, leading to a significant volume of phone calls, in-person visits, and long wait times. Applications were processed in a sequential fashion that increased information silos and delays in processing. With the customer and employee experience in mind, ASLD saw an opportunity to innovate the way it was providing services
with a secure and highly reliable cloud-based platform.

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SOLUTION

Through a collaborative approach with agency leadership, subject matter experts, division management, and consultants, the project team scoped the land and leasing processes as a scalable solution that targeted substantial ROI for the agency. This evolution immediately enabled the agency to deliver saleable and consistent customer experiences in a way they couldn’t do before. Approximately thirty unique application types were digitized to a branded web portal with a modern customer-centric look and feel. Aside from land and lease application processing built on Salesforce Service Cloud and Communities, the cloud solution included integration to the legacy ERP, document management system, and several custom apps that provide project tracking for the commissioner’s office, Real Estate, and Trespass divisions.

By The Numbers

  • 1,300 Lease applications located, organized and migrated
  • 6,600 Accounts migrated
  • 19,000 Documents digitized
  • 2 Legacy system data integrations
  • 5 Legacy screens retired
  • 110 Users launched
  • 30 Self-service applications implemented
  • 58 Unique application workflows developed
  • 40% Reduction in foot traffic
  • 70% Reduction in information silos
  • 25% Reduction in application processing time
“MST Solutions was chosen because of their clear ability to listen to our needs, their demonstrated Salesforce expertise and modern project management approach. This formula was key to ensuring success in the first step of our transformation.”
Ryan Johnson
CIO

Results

The solution helped ASLD to optimize and strengthen their service delivery capabilities on one of their core processes that directly supports their mission.

They are now better connected to their customers which allows them to more easily service and respond to their needs.

Since the launch of the system, paper applications have been reduced by 95% and end-user adoption is at 98%.

To read the full case study click here!

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