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Salesforce Implementation

Salesforce Transformation: Improving Customer Support and Business Opportunities

Client
Major automotive player
Date
2023
Team
  • -
Services
Business consulting and Salesforce modules implementation

This case study unveils the pivotal role of Salesforce in the client’s ecosystem – a major player in the automotive industry. Salesforce is at the core of their ecosystem, strategically employed to streamline customer support through Service Cloud and Experience Cloud, while also strengthening business opportunities via Sales Cloud and Marketing Cloud.

 

Client Background:

The client specializes in delivering a wide array of services to cater to the diverse requirements of their extensive customer base. Their offerings encompass various connected services, ranging from activities in the new car sector to renting, refurbishment, storage, imaging, funding solutions, and logistics for the thriving used sector. Salesforce’s integration has proven instrumental in refining customer support and amplifying business potential.

 

Problem Statement:

The client’s existing system required augmentation to meet the dynamic demands of day-to-day operations. Streamlining Business As Usual (BAU) processes while ensuring quality assurance across all stages (QA, UAT, Production) emerged as a pressing challenge.

 

Solution Provided:

Fortech Syngenuity orchestrated a comprehensive team of skilled professionals to fortify the client’s daily operations. Collaboratively, we dissected requirements, conceived optimal solutions, executed, tested, and seamlessly delivered across all stages, including QA, UAT, and Production.

 

Outcome:

The intervention resulted in a considerable surge in bug fixes and timely requirement deliveries. Notably, there was a discernible elevation in the overall quality of deliverables, signifying a substantial shift in operational excellence.

 

Leveraging Salesforce Platform & Capabilities:

 

Our intervention led to a marked enhancement in the speed and quality of business requirement deliveries. We undertook the modernisation of existing applications, troubleshooting bugs, and consistently applied Salesforce best practices. This augmentation in quality was further attributed to the commendable work of our Quality Assurance team.

 

 

Outcome Highlights:

  • Legacy technologies were systematically replaced, transforming workflow rules and process builders into their Salesforce Flow equivalents
  • Active involvement in requirements analysis, with Proof of Concepts (POCs) validating proposed solutions
  • Noticeable upswing in deliverable quality, resulting in a substantial decrease in bug instances courtesy of our vigilant QA team
  • Provided essential technical consultancy, extended robust support, and comprehensive training for the client’s workforce
  • Assisted the client in seamlessly transitioning to the new CI/CD (Continuous Integration and Continuous Deployment) system, ensuring a streamlined flow between stages
  • Our QA team meticulously curated test cases for each requirement, warranting bug-free implementation

 

Technologies Involved:

  • Salesforce Automation (Process Builder, Workflows, Approval Processes, Entitlements, Auto Assignment, Auto-Response Rules, Flows)
  • Salesforce Security (Sharing Rules, Permission Sets, Profiles, MFA – Multi-factor Authentication, Role Hierarchy, OWD – Organization-Wide Defaults)
  • Salesforce Lightning (Apps, Record Pages, Email Templates)
  • Development (LWC – Lightning Web Components, Apex Triggers)
  • Object Management (Object Creation, Maintenance, Fields, Record Types, Layouts)
  • Analytics (Reports & Dashboards)
  • Data Cleansing (Mass Record Updates/Deletion with Workbench/Data Loader)
  • Deploys Using CI/CD Based on GitHub and Azure Pipelines