Manufacturing | Salesforce

Manufacturing Salesforce

Background:

The client is one of the largest agriculture and construction equipment manufacturers around the world. They’ve been in this business for over 80 years and are being recognized globally for their compact loaders, revolutionizing the construction industry by providing versatile and maneuverable equipment for various applications. Over the years, they’ve expanded their product range and global presence through acquisitions and partnerships.

Challenges:

The client had Salesforce CRM already implemented for their existing systems and databases. As a globally distributed organization, the client had the following challenges:

  • Change: Customizing and enhancing the implemented and live Salesforce instance based on newer business requirements while keeping the instance live and stable.
  • Data: Multiple data sources and legacy systems made it difficult to have seamless data flow and consistency across different platforms including Salesforce.
  • Embrace: Getting employees to embrace and utilize Salesforce entirely, as employees needed guidance on configurations and navigation paths to get familiar with the platform.
  • Maintain: Balanced customization ensuring stability and ease of use as excessive customization could lead to complexity and potential issues.
  • Upgrade: Pushing periodic Salesforce upgrades to the existing implementation.
  • Scalability: As the client grows and its user base expands, Salesforce systems also needed to scale effectively to accommodate increased data, users, and processes. Planning for scalability and performance optimization becomes crucial to avoid bottlenecks or system limitations.

Solutions:

The Managed Services Organization (MSO) at SoftClouds was assigned to provide Level 3 and release management support for the existing Salesforce CRM implementation. The expert Managed Solutions Architects at SoftClouds are process focused and solution oriented.

On project initiation – Our MSO team found that the support tasks typically involved the identification of critical trends and enabling quick decisions while understanding the customization(s) already done in the implemented Salesforce CRM. Our team built innovative solutions based on the requirements of the client, focusing on advanced technical support with industry best practices that improve application availability, resiliency, and performance.

The following are some of the common tasks covered in our strategic engagement:

  • Solutioning: Reviewing and analyzing custom code, including Apex, Visualforce, and Lightning components, to identify bugs, errors, or inefficient coding practices, debugging, and fixing issues in the code to ensure smooth operation.
  • Performance: Identifying and resolving performance bottlenecks in Salesforce applications, analyzing system performance, conducting optimizations, and fine-tuning configurations to enhance overall platform performance.
  • Data: Assisting with data-related tasks, such as data migration from legacy systems, data cleanup, data transformation, and data import/export, ensuring data integrity and accuracy within the Salesforce platform.
  • Security: Handling security-related tasks, including user access management, role hierarchy configuration, profile settings, permission sets, and data-sharing rules, ensure that the Salesforce platform maintains appropriate security standards.
  • Integrations: Aiding with integrating Salesforce with other systems, such as ERP, marketing automation, or customer service platforms, troubleshooting integration issues, validating data flows, and ensuring smooth data exchange between systems.
  • DevOps: Collaborating with development and operations teams to manage Salesforce releases and upgrades, test new releases, validate customizations, and ensure a smooth transition to the updated version.
  • Knowledge: Documenting known issues, troubleshooting steps, and solutions to build a knowledge base, contributing to internal documentation, and sharing knowledge with lower support levels or end-users as required.
  • Collaboration: Collaborating with other teams, such as developers, administrators, or business analysts, to understand requirements, coordinate resolutions, and provide timely updates to stakeholders.

Outcomes:

By providing a suite of comprehensive Level 3 Support by thorough collaboration and open communication across the client organization, we delivered a more stable and customized Salesforce environment that met the specific needs of the client. With our MSO team and their wide support, the client received the following outcomes:

  • Efficient issue resolution
  • Improved performance
  • Enhanced platform functionality
  • Robust security
  • Seamless integrations
  • Successful releases and upgrades
  • Increased user traffic
  • Knowledge sharing and documentation

With these outcomes, the MSO team at SoftClouds fueled the business of the client through the times, with game changing strategies that involved offshore and onshore capabilities. The client was extremely impressed with the turnaround time, efficiency and effectiveness of the MSO team.

Testimonial:

"We're very pleased with the services being provided by Managed Services Organization at SoftClouds, for our company. Their team headed by Rajat, handled and resolved complex technical issues related to our Salesforce implementation, customization, and integrations. They successfully investigated the root cause of the problem and provided effective solutions. Their solutions increased our user satisfaction, improved operational efficiency, and optimized utilization of our Salesforce platform."

– CLIENT'S PROJECT MANAGER Tweet
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