Our experience – Salesforce implementation and maintanance
For 110 years, our customer has been creating better living environments: functional homes for sustainable living, future-proof public and commercial buildings and infrastructure for smoother flow of people, businesses and society.
Our customer decided to improve quality of the Salesforce, Pardot and Marketing Cloud development and support capabilities. Salesforce has been used already for several years and it needed business process and technical improvements. Another topic that was in the area of interest was to improve system adoption among the business users. During initial workshops we found that the implemented features are not satisfying end users.
We started the cooperation with the customer utilizing our LIRA workshops methodology to understand in details the processes of the organization and system setup in various business areas. Based on our analysis we created about 150 recommendation improvements for business processes, technical, ways of working and devops. The recommendations were approved by the customer and planned across upcoming sprints. On top of the system improvements our team was providing regular system support for end users.
During our collaboration we delivered measurable results like improved system adoption, simplifying UI, lead and sales process improvement, customer data and data quality, DX module, Marketing Cloud and Pardot journeys, automated personalized AI product recommendations and about 20 system integrations. Along the project we implemented many best practices from change management, IT governance, testing and CI/CD.
Recovered Salesforce system from legacy solutions into swift operating platform that supports business processes
Improved lead management by introducing AI technology for recommendations
Stabilized the process of managing the platform in cross multinational and complex organization
Improved business processes quality and efficiency by integrating the data from multiple external systems