Manufacturing | Salesforce

Background:

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

Challenges:

Salesforce CRM had already been implemented for the client’s existing systems and databases. As a worldwide distributed organization, the client had the following challenges:

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

Solutions:

UnfoldLabs’ team was assigned to provide Level 3 and release management support for the existing Salesforce CRM implementation. The expert Architects at UnfoldLabs are process focused and solution oriented.

On project initiation – Our 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. They built innovative solutions based on the client’s requirements, focusing on advanced technical support with industry best practices that improve application availability, performance, and resiliency.

The following are some of the tasks covered in our 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, fixing 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 other support levels or end-users as required.
  • Collaboration: Collaborating with other teams, such as administrators, developers, or business analysts, to understand requirements, coordinate resolutions, and provide timely updates to stakeholders.

Outcomes:

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

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

With these outcomes, our team at UnfoldLabs fueled the client’s business with game changing strategies that involved our offshore and onshore capabilities. The client was extremely impressed with the turnaround time, efficiency and effectiveness of our team.

Testimonial:

"We're very happy with the services being provided for our company by UnfoldLabs team. 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

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