The customer chose to protect their confidential information
Improved Business Processes for a Consulting Firm
About the Customer
The customer is a recognized consulting company from New York working with leading public, private, and family-owned businesses. The members of the company are former top executives from a wide range of industries.
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Project overview
Andersen optimized the customer’s sales and marketing operations by enhancing Salesforce Sales Cloud functionality, addressing platform conflicts, and streamlining key business processes. Given the integration challenges between Certinia (formerly FinancialForce) and Sales Cloud, we implemented solutions to resolve conflicts and ensure seamless ERP and CRM alignment.
To improve usability and efficiency, our team migrated the customer from Salesforce Classic to Lightning, thus reducing the time needed to locate critical information and accelerating the sales cycle. Additionally, the transition from Pardot standalone to Salesforce Marketing Cloud Account Engagement eliminated the need to switch between multiple tools, enhancing marketing automation and campaign effectiveness.
With four distinct operational teams relying on Salesforce, Andersen ensured that all customizations and automation were strategically planned to prevent conflicts and improve inter-team collaboration. Ongoing support and system optimization enabled the customer to achieve smoother operations, increased sales efficiency, and seamless integration across their technology stack.
Salesforce clouds:
Sales Cloud, Marketing Cloud Account Engagement (Pardot)
Salesforce development:
Apex, Asynchronous Apex, Triggers, Visualforce
Automations:
Flows, Approval Process, Validation Rules
Integrations:
Certinia
Customer Challenge
- The customer employs Certinia, formerly known as FinancialForce. Although FinancialForce serves as an inherent Salesforce ERP solution, persistent conflicts arise between FinancialForce and specific existing and upcoming Sales Cloud solutions, preventing the platform from being utilized effectively.
- One of the company’s departments employed the Pardot standalone solution, which required toggling between multiple tools on a daily basis. This approach not only hindered their ability to leverage new Pardot functionalities but also constrained their overall utilization of the tool’s potential.
- The customer was using a preceding Salesforce interface, referred to as Classic, which inadvertently led to challenges in promptly locating the critical information and therefore prolonged the sales cycle.
- The business confronted challenges related to the integration of an external accounting application, resulting in the hindrance of accurate data import and proficient operation within the Salesforce ecosystem.
- The customer oversees four distinct operational teams, each assigned unique tasks and confronted by diverse business challenges. The requests submitted by different teams and the subsequent solutions required strategic planning to prevent intersections and conflicts that would hinder operational efficiency and inter-team collaboration.
Solution
Andersen’s team utilized Salesforce declarative tools to execute ongoing and overall business improvements within the Sales Cloud platform, effectuated by means of approval processes, validation rules, flows, etc.
Also, our team used programmatic ways to execute more complex logic within solutions – using Apex and Triggers.
Andersen’s consultant developed a security and sharing solution design, re-configuration, and management – all this using profiles and permission set, flows, and Apex sharing.
One of our developers migrated to Salesforce Lightning from the classic UI and features design and configuration, while our consultant performed the user training to improve user adoption.
We carried out the migration from the standalone Pardot application to Salesforce Marketing Cloud Account Engagement, formerly acknowledged as Pardot Lightning, engaging the consultant’s services and encompassing tailored configuration in accordance with the identified business prerequisites – comprehensive Pardot organizational health analysis, subsequent enhancements to design and execution, sustained and ongoing Pardot support, and conducting demos on request to improve user adoption.
Andersen’s team efficiently troubleshooted Certinia issue requests and adept management of Certinia and Sales Cloud conflicts to provide a seamless user experience and accelerate business growth. We also improved Salesforce declarative solution design to augment the value of Certinia solutions, enhancing its contribution to the customer’s objectives.
Finally, our team provided ongoing overall support and managed requests from different teams to ensure efficient user collaboration on a single platform.
Results and Benefits
- The customer received the tailored customization of Sales Cloud to seamlessly cooperate with Certinia, thereby facilitating coherent and efficient interoperation between Certinia and Sales Cloud solutions, which led to shortening the sales cycle and overall acceleration of operations.
- When engaging with diverse requests originating from four distinct teams, we orchestrated the environment and devised cohesive improvements. This streamlined task execution for each team, harmonized operations across the organization, and fostered teams’ collaboration on a single platform.
- Migration of the customer from Salesforce Classic to Salesforce Lightning resulted in a modern interface with the possibility to customize reports, more advanced features, improved navigation, and more regular updates.
- The customer’s issues regarding Sales Cloud integration with external accounting application were resolved, which led to data import accuracy and overall integrity of organizational data.
- The customer received a comprehensive assessment of the Pardot instance's current configuration, evaluating its operational health and overall usage of features. This empowered the business to abstain from transitioning to a more extensive Pardot Edition, as suggested by Pardot’s team, thereby helping to curtail excessive expenditures. Andersen’s team fine-tuned the current Pardot functionalities, optimizing the overall Pardot utilization, and ensured sufficient user adoption of the new features through a series of demonstrative sessions, which led to impactful results in the operational workflow and operation execution time.
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