Case Study
Manufacturing industry
Transition to Lightning Experience and introduction of a new admin process
The customer was using Salesforce throughout the company but they were still using the outdated Salesforce Classic user interface, for which there were no new releases. In addition, the client needed us to automate and simplify a cumbersome, purely manual Salesforce user admin process.
We updated the Classic interface to the latest Lightning Experience for all users company-wide and configured it in a consistent manner for better user onboarding.
The Salesforce user administration process was radically simplified and automated using intelligent user flows, which significantly accelerated the process while eliminating potential errors.
CHALLENGES
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Existing Salesforce instance needed to be modernised via transition to the Lightning Experience user interface
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All previous functions needed to be transferred to the new interface
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A new reporting folder structure needed to be adopted by all subsidiaries worldwide
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Request for simplified user management: applying for new users and deactivating/adjusting existing users needed to be easy to implement in Salesforce
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Requirement that Salesforce admins be automatically notified of new requests so they can approve or reject them
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Requirement for company-wide training on how to best use the new interface
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All reports and dashboards need to be integrated into the new system
SOLUTIONS
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Successful migration of known and familiar functions into the new user interface
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Global migration of all Salesforce users to the current Lightning Experience user interface
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Simplified, standardised process for requesting activation, customisation and deactivation of Salesforce users
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Improved workflow by displaying important information and eliminating cumbersome click paths (e.g., to linked account or contact):
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Standardised four-part application flow for creating new users
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This leads to significant reduction in (email) communication with the admin department
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Elimination of detailed data queries when creating new users
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Increase in data quality and completeness of all entries
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Successful instruction and training of power users for subsequent internal onboarding
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Successful adoption of reporting and dashboards with new and optimised folder structure
RESULTS
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Conception and creation of homepages with daily tasks and KPI dashboard (e.g., for sales with top opportunities with greatest potential and “Top 10 Customers”) as well as new lightning pages (accounts, contacts, leads, cases, etc.)
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Implementation of quick actions as dynamically displayed and hidden components on the Lightning record pages:
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for quick completion of the most urgent tasks
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for the quick creation of tasks, accounts, contacts, leads, etc.
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for displaying and editing all relevant data records
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Creation of multi-part user flows as a guide through the user application process
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Introduction of an approval process that automatically notifies the responsible admins
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Dedicated training sessions with focus topics, conducting live training sessions and creating manuals
Initial situation and challenges
Outdated user interface with limited releases, lengthy admin process
Salesforce was in use throughout the company, but the client was using an outdated Classic user interface for which no new releases were being made. The client therefore needed to upgrade to Lightning Experience.
The Salesforce user admin process was set up manually and centralised, so that one instance was responsible for all administration tasks with comparatively high communication costs due to incomplete information. This led to numerous queries and thus to major delays in the entire process. The process had to be revised and standardised from the ground up.
Solution
Introduction of Lightning Experience, optimisation of Salesforce user administration
When introducing the new interface, we adhered to our internal standards and best practices, especially for Lightning-specific components such as the Lightning data record pages. For the most part, functions from the old interface could be adopted. For functions that were not supported in the new interface, we mainly used Visualforce pages in conjunction with quick actions for the transfer to Lightning.
In our power user training sessions, we worked closely with the client and were thus able to convince individual doubters of the new interface. Working with the client to develop the training sessions, we divided them into sections, some of which were delivered by us and some internally.
Results
By introducing the new interface, we combined the familiar with the convenience and advantages of the new
Old functions were not only taken over into the new interface, but partially rebuilt and brought up to standard.
Through the use of Lightning record pages enabling shortcuts and the showing/hiding of individual components, the user experience was individualised.
We also created a simpler and much more efficient user admin application process by moving this process to Salesforce.
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