Transforming the Selling Experience with a Unified Cloud Platform

Key Challenge: Our client’s internal teams were challenged with the existing processes, team misalignment, and supporting technology infrastructure. Teams frequently found themselves using a combination of ad-hoc tools & services built around varying databases and systems of record. Lacking a singular source of truth is a common issue. In this case, it was compounded by a lack of both collaboration and formalized policies, often causing siloed groups to create new non-standardized work-arounds. These teams needed an integrated ecosystem to be successful in their daily work.

Solution: We worked closely with key stakeholders to deeply understand a day in the life of their teams. From our research and analysis, we defined a detailed roadmap to better leverage their investment in Salesforce, as well as a training & upskilling program to maximize identified benefits – both centered around three strategic initiatives:

1. Transforming the selling experience by building holistic views of the customer. This included: 

• Building a 360° view of the customer in Salesforce
• Standardizing one singular, consistent account strategy
• Establishing a single source of truth
• Enhancing channel partner tracking
• Providing real-time access to centralized contract details

2. Streamlining systems to increase data quality by defining a core data governance framework that includes: 

• Centralizing data ownership
• Defining clear data entry standards
• Leveraging Salesforce duplicate management tools
• Utilizing real-time data validation
• Integrating third-party data enrichment services
• Standardizing data across enterprise systems
• Establishing master data management protocols
• Delivering ongoing user training
• Preventing incomplete records

3. Strategic realignment to drive consistency and enable scale. This included larger scale efforts, such as:

• Standing up a Project Management Office (PMO) to enhance organizational capabilities and drive consistency
• Adopt common OCM tenets to better navigate and implement change
• Define and refine organizational policies to creating a structured governance