Salesforce Sales Operations and Permission Tracking System
Our client works in the Salesforce Sales Cloud platform. The platform is designed to be a closed-loop system supporting lead generation, opportunity management, order to cash, and an automated fulfilment system. The key feature is generating a set of permissions to access data and services for the Price Reporting Agency (PRA) system based on orders. The platform is used to synchronize customer data from multiple third-party systems. All deals have an auto renewal option.
The head company of our client acquired several business-similar companies during the last few years and embedded their processes into existing Salesforce CRM system. All those companies had their own database, CRM, ERP or other systems.
Facing a number of specific business challenges, we had, in particular, to complete the following tasks:
- Align and embed each type of business process with and into the single Salesforce CRM system
- Filter, deduplicate and clean up data
- Provide usability and scalability to avoid blockers with future acquisitions
- Resolve technical debt and optimize the code base for various types of data and processes
- Increase the conversion rate and sales performance
- Boost customer satisfaction.
In addition, the generated contracts, set of permissions, and other data are sent to external systems according to the global company business ecosystem.
Thus, our client needed to implement custom advanced tools to work and operate with massive data, establish stable integration connections that can process thousands of records daily, improve the software architecture to establish flexibility, and reduce risks for future changes.
To simplify working with massive data coming from various sources, we made Salesforce the source of truth CRM system. First, we start with external system analysis. Then, if required, we filter data and migrate it to Salesforce. Finally, we use custom rules and relevant AppExchange plugins, such as Dun & Bradstreet Hoover, to clean up data and avoid duplicates. To synchronize other data, we implement end-to-end integrations with third-party systems and regularly monitor results via reports and dashboards.
Our team also suggested reducing costs and efforts required to support the third-party middleware integration system and rebuilding all functionality directly in Salesforce platform. This solution reduced sync downtime, support efforts, and communication between the teams. Besides, it also enabled using templates for sending emails.
Previously, our client used tools based on Visualforce technology. However, with the business becoming more sophisticated, our team had been resolving complicated architecture issues like ‘Apex CPU Time Limit Exceeded’, ‘Maximum view state size limit exceeded’, 'Too many SQL queries'. It occurred when the client worked with thousands of records at once. After reviewing the functionality, our architects decided to implement a new version of the tool based on the modern lightweight Lightning Web Components (LWC) framework. This allowed us to more quickly add new features, avoid limit issues, and provide a powerful user interface.
To simplify the development process and reduce risks, our team implemented a version control system, data backup storage and new release management strategy. We also configured the CI/CD process that enabled running and daily monitoring unit tests in all sandboxes and production environment.
To help client employees be more efficient, our team implemented a few tools and enhancements that allow the teams to work faster using the UI.
The Manage Users Permission tool enables quickly providing the customers with access to specific products, as well as sending data to the permission storage system:
As our client has to maintain dozens of thousands of active orders at the same time, we provided an enhanced solution to automate renewing deals daily, generate the appropriate documents, notify customers and sales agents, and provide permissions to use the price dashboard for the trial period.
To improve the client success and customer service KPIs, such as customer satisfaction and retention rates, and decrease customer service agent workload, our team performed the following:
- Set up case management processes with escalation workflows, assigning cases to correct users, queues, record types, etc. based on the information provided
- Implemented the service and case request form to conveniently submit support cases from web pages, desktop and mobile apps.
We have also improved the integration with Google Analytics to provide our client with the customer stats through user-friendly dashboards.
The dashboard below displays the account usage and page views per user:
This dashboard displays the download stats per month and top page (URLs) views over the last 12 months:
Arcadia’s team was fully responsible for the code review, implementation, testing, deployment, and continuous support of the functionality.
With more automation across the board and through using efficient tools, our client was able to boost their sales and drive the sales team’s performance. They were also able to deliver a high-quality customer service experience, thus building customer retention and increasing overall customer satisfaction.
Our team resolved a big technical debt, improved code performance, established a stable development process, and streamlined the workflows, which simplified integrating new business units to Salesforce.
Our cooperation with the client continues as we keep improving the platform.
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