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Analytics - Wait Times
With Tableau, DMVs can provide wait times to customers allowing them to determine the best time and day to visit the DMV.
DMV Virtual Field Office
Today’s modern cloud-based systems allow DMVs to meet the demands of their customers, providing a flexible approach that allows the solution to scale when demand increases. Salesforce proposes a number of capabilities that our government partners should consider:
- Adaptive mobile-ready websites with searchable knowledge bases and FAQs
- Scalable form intake that allows easily managed online forms processing
- Case deflection that leverages advanced AI and digital engagement
- Analytics that provide comprehensive operational intelligence for agencies
- Interoperability with existing systems and process
The DMV Virtual Field Office allows customers to conduct select transactions that previously required an office visit. This new, convenient service allows customers to upload necessary documents to complete a transaction.
Portals
With Salesforce Experience Cloud customers can access an integrated portal environment where they can search for answers to questions about subjects like how to complete a Title Transfer or apply for a REAL ID driver’s license.
The portal can be quickly deployed and easily branded to match your organization's look and feel, creating a highly tailored self-service experience that includes searchable Knowledge and FAQs. Mobile-ready technology can give end users quick and easy access to real-time updates on DMV wait times and access their submitted applications and documentation.
Chatbots
Einstein Chatbots can be deployed on portals as a call deflection measure and handle some of the most frequent claimant interactions, and triage the more complex ones. Bots can seamlessly enhance your existing agency website or a Salesforce portal to help reduce the time clients spend waiting on the phone or for a response to an email. After a bot runs through a series of questions it can direct users to application forms or knowledge articles for more information.
While chatbots can’t replace humans, they can complement the support-chat experience by offering customers an always available, friendly, and responsive channel to get what they need quickly.
Title Transfer & Document Scan
One of the transactions customers can complete in the DMV Virtual Field Office is a Title Transfer. Customers can upload required documentation through the Portal. Title Transfer requires uploading the existing title. Salesforce integrated with AWS Textract can read the title in real-time and save the results to Salesforce records.
In this example, we are scanning the existing title for the seller’s name, address, vehicle VIN, and vehicle license plate. Mulesoft can be used to check if the scanned title details match the DMV’s records. If the title doesn’t match the existing record, then the Title Transfer application will be sent to a DMV’s Agent’s queue.
Agent Console
Salesforce provides the necessary capabilities to provide a 360-degree view of the customer to Service Agents. Within the Console, agents have all the information they need to process applications. If the documentation does not match the DMV’s records it can be validated by the agent.
Integration
The Mulesoft Anypoint Platform can be used to create reusable assets and build APIs with backend systems. These APIs can be used to validate customer entered data with DMV backend systems.
Call Center Experience
Not all customers can or want to self-serve or utilize the portal to communicate with the agency, which is why enabling call centers within Salesforce is so important. In the Service Cloud console, computer telephony systems can be integrated to receive contact center calls and case requests. Salesforce is web-based so agents can complete their work remotely and upon accepting calls can see a 360-degree view of the customer.
Additionally, Service Cloud Voice (SCV) from Salesforce can transcribe the conversation in real-time. The organization’s knowledge of the customer can be used to suggest the best actions and recommendations to the agent. In this example, when the customer asks about DMV name change requirements, the DMV Name Change Next Best Action pops up for the agent to walk through the steps.
Dynamic Agent Scripting
With Service Cloud Voice real-time transcription, Salesforce can capture customer responses to drive the agent script, making it easier for agents to guide customers to resolve their inquiries quickly.
Analytics
Tableau puts our data to work by providing analytics for everyone in your organization. With Tableau, you can provide your entire agency secure, up-to-date, customized view of data through browsers and mobile devices.
A Customer Service Analysis Dashboard can help Customer Service Directors determine the top reasons customers are visiting the DMV.
Analytics - Wait Times
With Tableau, DMVs can provide wait times to customers allowing them to determine the best time and day to visit the DMV.
DMV Virtual Field Office
Today’s modern cloud-based systems allow DMVs to meet the demands of their customers, providing a flexible approach that allows the solution to scale when demand increases. Salesforce proposes a number of capabilities that our government partners should consider:
- Adaptive mobile-ready websites with searchable knowledge bases and FAQs
- Scalable form intake that allows easily managed online forms processing
- Case deflection that leverages advanced AI and digital engagement
- Analytics that provide comprehensive operational intelligence for agencies
- Interoperability with existing systems and process
The DMV Virtual Field Office allows customers to conduct select transactions that previously required an office visit. This new, convenient service allows customers to upload necessary documents to complete a transaction.
Portals
With Salesforce Experience Cloud customers can access an integrated portal environment where they can search for answers to questions about subjects like how to complete a Title Transfer or apply for a REAL ID driver’s license.
The portal can be quickly deployed and easily branded to match your organization's look and feel, creating a highly tailored self-service experience that includes searchable Knowledge and FAQs. Mobile-ready technology can give end users quick and easy access to real-time updates on DMV wait times and access their submitted applications and documentation.
Chatbots
Einstein Chatbots can be deployed on portals as a call deflection measure and handle some of the most frequent claimant interactions, and triage the more complex ones. Bots can seamlessly enhance your existing agency website or a Salesforce portal to help reduce the time clients spend waiting on the phone or for a response to an email. After a bot runs through a series of questions it can direct users to application forms or knowledge articles for more information.
While chatbots can’t replace humans, they can complement the support-chat experience by offering customers an always available, friendly, and responsive channel to get what they need quickly.
Title Transfer & Document Scan
One of the transactions customers can complete in the DMV Virtual Field Office is a Title Transfer. Customers can upload required documentation through the Portal. Title Transfer requires uploading the existing title. Salesforce integrated with AWS Textract can read the title in real-time and save the results to Salesforce records.
In this example, we are scanning the existing title for the seller’s name, address, vehicle VIN, and vehicle license plate. Mulesoft can be used to check if the scanned title details match the DMV’s records. If the title doesn’t match the existing record, then the Title Transfer application will be sent to a DMV’s Agent’s queue.
Agent Console
Salesforce provides the necessary capabilities to provide a 360-degree view of the customer to Service Agents. Within the Console, agents have all the information they need to process applications. If the documentation does not match the DMV’s records it can be validated by the agent.
Integration
The Mulesoft Anypoint Platform can be used to create reusable assets and build APIs with backend systems. These APIs can be used to validate customer entered data with DMV backend systems.
Call Center Experience
Not all customers can or want to self-serve or utilize the portal to communicate with the agency, which is why enabling call centers within Salesforce is so important. In the Service Cloud console, computer telephony systems can be integrated to receive contact center calls and case requests. Salesforce is web-based so agents can complete their work remotely and upon accepting calls can see a 360-degree view of the customer.
Additionally, Service Cloud Voice (SCV) from Salesforce can transcribe the conversation in real-time. The organization’s knowledge of the customer can be used to suggest the best actions and recommendations to the agent. In this example, when the customer asks about DMV name change requirements, the DMV Name Change Next Best Action pops up for the agent to walk through the steps.
Dynamic Agent Scripting
With Service Cloud Voice real-time transcription, Salesforce can capture customer responses to drive the agent script, making it easier for agents to guide customers to resolve their inquiries quickly.
Analytics
Tableau puts our data to work by providing analytics for everyone in your organization. With Tableau, you can provide your entire agency secure, up-to-date, customized view of data through browsers and mobile devices.
A Customer Service Analysis Dashboard can help Customer Service Directors determine the top reasons customers are visiting the DMV.
Analytics - Wait Times
With Tableau, DMVs can provide wait times to customers allowing them to determine the best time and day to visit the DMV.
