During the pandemic, the Indiana Bureau of Motor Vehicles looked for new ways to streamline the roughly 6 million vehicle registration renewals it manages every year. The BMV looked to the cloud and Salesforce (NYSE: CRM) for some high-tech help that Chief Communication and Engagement Officer Susie Guyer says has been a game changer in helping to reduce wait times. She says the platform has grown significantly during the pandemic with more than 1.4 million users.
In an interview on Inside INdiana Business with Gerry Dick, Guyer said the partnership enables the BMV to deliver customized information more quickly.
“So, instead of just sending them something in the mail notifying them of an upcoming renewal, we can utilize this solution to connect with them via email or text message and send a very specific message to them so they know not only what is due for renewal, but where they can complete that renewal and also, in many cases, what documentation is actually required to conduct that renewal as well,” said Guyer.
Guyer says pre-pandemic, the platform had around 600,000 users. However, the pandemic led to Hoosiers looking for a way to conduct the renewal transactions in a quicker, more efficient way.
Salesforce has a major presence in Indianapolis with a regional headquarters on Monument Circle. Guyer says having the company close by has been a big benefit, especially as it looks to expand its electronic notification processes.
“The agency sends out hundreds of notifications to Hoosiers for many different reasons and we would really like to shift as many of those to an electronic format as we can, and also enhance some of the services we provide notifying you not only what’s due for renewal, but also maybe information that’s been mailed to you that you need to keep an eye out for,” she said.
Guyer says the partnership with Salesforce solidified that digital investment is important for the BMV.
“As we continue to enhance services through electronic notification, we’re also looking at additional services,” said Guyer. “Maybe in the future, it means you’ll be able to scan documentation so that you can conduct an address change transaction at a kiosk rather than visiting a branch, or you’ll be able maybe in the future have a mobile driver’s license in your pocket.”