Background
Florida Prepaid College Board has pioneered affordable college savings since 1988. As the longest-standing prepaid program in the United States, they've empowered over 1 million families to navigate the path to higher education with ease through their tax-free 529 plans.
Beyond these numbers, Florida Prepaid extends their impact through the Florida Prepaid College Foundation. This division partners with organizations, individuals, and education foundations to provide scholarships that open doors for students to forge brighter futures.
The Challenge
Prior to adopting Salesforce, Florida Prepaid operated its business using three separate systems, creating data silos and adding unnecessary manual work to users’ workflows.
But it wasn’t just employees that felt the burn - customers sometimes had to wait days to receive the documents they needed due to a complex, reactive correspondence process. Managing a considerable 150+ document templates - ranging from tax forms to account statements - employees had to handle document requests manually. This created unfavorable experiences for employees and customers.
And since there was no central data repository, it was difficult to ensure accuracy and maintain consistent branding across documents.
With these challenges in mind, Florida Prepaid set out to improve their use of technology to deliver customer-centric experiences.
“Leveraging this real-time document generation for our customer communication has really benefited us as an organization.”
The Solution
Florida Prepaid reimagined their operations by replacing their legacy platforms with Salesforce, establishing a single system of record. A big part of this evolution was deploying an Experience Cloud portal that offered seamless self-service capabilities.
“Our customers can now transact with their data online in real-time. That really shifted the way we interact with them,” said Ashley Falls, Director of Information Technology at Florida Prepaid.
Streamlining customer correspondence was a primary goal of the overhaul. To accomplish this, Florida Prepaid implemented S-Docs to enable customers with secure, on-demand document generation directly within their portal.
“Leveraging this real-time document generation for our customer communication has really benefited us as an organization,” said Ashley.
“Instead of having five different versions of the same letter with different styles, we’ve made that conditional. For example, our logo changes based on who a letter is going to. And having components that we reference in multiple documents really saves us maintenance time for making sure everything is updated across the board.”
On top of significantly improving the customer experience, S-Docs also brought new levels of efficiency to Florida Prepaid’s internal workflows. By utilizing reusable component content blocks and conditional logic, they reduced the size of their template library by 80% - from 150+ templates to less than 30.
“Instead of having five different versions of the same letter with different styles, we’ve made that conditional. For example, our logo changes based on who a letter is going to,” said Ashley. “And having components that we reference in multiple documents really saves us maintenance time for making sure everything is updated across the board.”
S-Docs additionally helps Florida Prepaid deliver better service by making it easier for reps to understand the full context of their customers’ unique inquiries. Service agents can see the documents their customers have generated and make informed decisions.
“It helps give that 360 customer view so we are better able to answer questions and accommodate our customers on the phone,” said Ashley.
“When documents are generated now, they’re available to both our customers and our contact center reps. It really helps with consistency of messaging across the board, and allows us to ensure we’re sharing information to all individuals without causing any undue burden to our organization.”
The Impact
S-Docs has helped Florida Prepaid lower maintenance costs, increase efficiency, and enhance customer experiences with timely and consistent communication.
“We’re leveraging dynamic branding so that different members of our audience automatically receive communications most relevant to them. It’s really allowed us to cut down on duplicate work,” said Ashley.
S-Docs has also helped reduce template development costs and time. The S-Docs template editor empowers Florida Prepaid to iterate quickly and deliver new communications as customer needs evolve. Ashley elaborated that “The flexibility and that time to be really proactive is really great.”
Finally, S-Docs allows Florida Prepaid to easily share information with everyone who needs it.
“When documents are generated now, they’re available to both our customers and our contact center reps. It really helps with consistency of messaging across the board, and allows us to ensure we’re sharing information to all individuals without causing any undue burden to our organization” said Ashley.
Ultimately, Florida Prepaid combined the power of Salesforce and S-Docs to drive impactful changes across their organization that resonate internally and externally.
