Case Study: MN Housing Finance Agency (MHFA)

Solution: Salesforce Community Cloud

Minnesota Housing Finance Agency (MHFA) is the state’s housing finance agency.

For more than forty years MHFA has worked to provide access to safe, decent and affordable housing and to build stronger communities across the state of Minnesota.

The MHFA application for funding submission process was a bottleneck to efficient document management. The tracking of previous application cycles / application documentation did not exist which proved to be problematic. Management lacked visibility to where applicants were within the application submission process, which in turn could jeopardize the progress of important development projects. Applicants lacked “self-service” ability to drive their own application processes. Historical application data was not available to improve “current year” efforts and process improvement.

The DCS approach was to streamline funding application and approval processes while providing data to support current application cycles as well as capturing data for historical reporting. The Salesforce Partner Community platform was leveraged to engage the MHFA funding applicants. Salesforce Sales Cloud was implemented to help internal staff interact efficiently with the applicants. Chatter files were implemented to serve as a centralized/user-friendly interface for application file transfer. In addition, extensive APEX and Visualforce development was implemented to support various functions of the application process. An integration between Salesforce and their Oracle platform facilitated both analytical reporting as well as archiving application files along with the files metadata.

Applicants have a “self-service” option for application submission and status tracking while internal staff has gained efficiencies by leveraging a configurable model. MHFA has gained audit trail capability. Management has the ability to be proactive toward applicants in the application process. Historical application data is available to MHFA management for analysis.

Need: The MHFA application submission process was a bottleneck to efficient document and application management.
Approach: Streamline application and approval processes while providing data for both current and historical reporting and audit needs.
Result: MHFA realized audit trail capability while both MHFA and their customers realized efficiency gains by streamlining the application process.

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