The challenge – create transparency and efficiency
The Office of the Chief Information Officer (OCIO) of a major federal government agency wanted to create a holistic view of the various customer services it delivers and to also find a way to provide those services more efficiently and effectively.
The agency envisioned creating a cross-domain enterprise IT Services Delivery system/model that would significantly increase the OCIO’s ability to define and enforce processes, improve customer engagement, and achieve greater analytical efficiencies all through consolidated and standardized business-process automation.
The solution – Salesforce quote-to-cash and customer communities
Agility Technologies was awarded an 8(a) sole-source prime contract to deliver the solution. Leveraging our proven Agile delivery methodology, Agility kicked off three separate workstreams and delivered the project on time and on budget. This included delivery of a complex billing application, a new quote-to-cash process and a customer community interface that enabled customers to view and manage their invoices.
The solution was built on the Salesforce Sales Cloud and MuleSoft Anypoint, for legacy system integrations, platforms. The team designed and built the solution end-to-end on the Salesforce platform, leveraging Salesforce Customer Communities and eSignLive (now OneSpan) for digital signatures across all document types that required internal or external party signatures. The team built several complex workflows and ensured that all data transformation happened within the Mulesoft Integration layer prior to integration with Salesforce for processing and reporting.
The results – real-time insights across process
The standardization of business processes and use of cloud technology has eliminated the need for multiple legacy applications, spreadsheets and databases. The process has also allowed OCIO users to collaborate across different agency branches on potential leads and opportunities thus creating a more predictive pipeline for internal sales. The transparency introduced by this process has resulted in increased customer satisfaction and decreased procurement turnaround time for the office’s customers. Currently, the Salesforce solution is being used by more than 100 internal users and 500+ external customers with plans to scale the application as operations grow.