Challenge
The world’s leading enterprise legal services provider, with various services throughout the legal ecosystem is seeking to reboot its long-standing Salesforce configuration during a time of rapid internal transformation. The client wanted to execute the project within six weeks so that new sales users could get up and going quickly in Salesforce.
After successfully re-deploying users to the revamped org in the desired timeframe, Concentrix Catalyst worked closely with the client executive team to align reporting goals with new data points and out-of-the-box reports and dashboard options in Salesforce.
The rapid reboot enabled the client to quickly see a return on its continued investment in Salesforce. The Sales Operations team subsequently set their sights on added functionality with a Salesforce Partner Community. And, as part of their overall “Lead to Cash” vision, the client planned a vigorous overhaul of their CPQ processes.
The client implemented Salesforce in 2008 and operated with various users, AppExchange applications, integrations and overall architecture through the years. Lack of strong governance policies and dedicated Salesforce Administration resources led to low user adoption and ROI, which negatively impacted data quality and reporting. The team also experienced technical issues with integrating Outlook and had not implemented newer functionalities such as the Lightning Experience user interface.
Solution
Catalyst performed a two-week discovery on the existing Salesforce implementation and data quality, which included deep-dive sessions with sales and executive users and an exhaustive analysis of reporting deficiencies.
Throughout the project, Catalyst led numerous progress demos with various stakeholders to secure buy-in on recommended structural and process changes within Salesforce. Catalyst then translated functional requirements into technical requirements for the technical team and developed a phased project plan for adding additional functionality on top of the core Sales Cloud build-out.
Catalyst’s success in meeting the timeline requirement enabled the team to jump quickly into phase II, which added even greater functionality for users. Catalyst is also continuing to support the overall Salesforce roadmap for this client, and they plan to begin work on Salesforce CPQ. They also hope to bring more functionality to Accounts in Salesforce, working towards a 360-degree-view of the Account by integrating their existing Project Management tool to Salesforce or implementing a new Salesforce Project Management solution.
Outcomes
The reboot of the Salesforce configuration provided users with a significantly enhanced user experience, which has led to stronger adoption. This, in turn, has enabled the client to achieve significantly higher ROI with Salesforce. Among their key adoption metrics in the 90 days before the reboot, and 90 days after the reboot, the client experienced:
- 500% increase in new tracked activities.
- 300% increase in total new pipeline Opportunities and Won Opportunities.
- $128 million in new converted Leads.
Finally, the success of the project can also be strongly attributed to the collaboration with the client team. The client “Center of Excellence” included a strong project manager, a key executive user champion, a key sales user champion, a Director of Sales Operations, marketing stakeholders, and an internal technical team. Each of these users worked together to provide input on requirements and secure buy-in with other users.