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14 July 2014

MB&A Awarded Contract by the Defense Commissary Agency

MB&A is helping DeCA automate their customer service

Posted by: Erik L. Ballinger

The Defense Commissary Agency (DeCA) has contracted with Millsapps, Ballinger & Associates (MB&A) for a replacement of the “Your Action Line (YAL)” customer service platform. Using Salesforce.com’s Service Cloud software, MB&A will revolutionize the way DeCA receives and responds to customer feedback that is provided via multiple methods to include never before utilized social media channels. The Software as a Service (SaaS) platform brings an unparalleled capability to DeCA at an extremely affordable price.

MB&A will configure the Salesforce.com platform to ensure that DeCA receives a fully implemented instance to successfully and efficiently manage over 240 commissaries, 5.3 million authorized households that may provide constructive feedback, and DeCA & DOD management. MB&A, a recognized enterprise software implementation expert, is also an authorized Independent Software Vendor (ISV) Salesforce partner.

Service Cloud will enable quicker resolution of issues, greater collaboration, standardized practices, increased communication to interested parties, and business analytics that capture progress in a continuous and easy-to-understand process.

Clients from Federal, State and local government including every Federal cabinet agency, are using Salesforce to provide exceptional customer service processes issue resolution. The Salesforce.com platform has over 130,000 existing customers, 185,000 custom applications, and handles over 1 billion transactions per day. This employment scale ensures a low cost, low risk platform that is the perfect fit to enable an affordable and reliable solution for DeCA.

About MB&A

Millsapps, Ballinger, & Associates (MB&A), a verified Service-Disabled Veteran-Owned Small Business (SDVOSB), is a full life cycle management consulting company committed to solving the biggest problems facing some of the world’s largest, most complex and challenging organizations. Our capabilities include enterprise-wide software integration, application portfolio management, innovative software development, and responsive consulting services. Our company believes that technology can be a force multiplier for positive change; being able to consistently get the right information in the right hands in order to make the right decision is what makes an organization most effective. To learn more about MB&A services and solutions please visit: www.mbaoutcome.com.