The Problem
Lack of Salesforce Vision
Our client faced significant challenges because they didn’t have a high-level vision for their Salesforce strategy. Although they recognized the problems faced by their teams daily – such as poor data integrity, duplicate objects, case management inefficiencies, and cluttered page layouts – enhancements were made without a cohesive strategy, resulting in a chaotic mix of permissions, objects, and processes that grew more complex with each ad hoc feature. Soon, our client recognized that they were attempting to fix the issues without fixing the process.
This absence of a clear vision became even more problematic during acquisitions. As they added new product lines into the platform, duplications skyrocketed across leads, contacts, accounts, and opportunities. The merging of environments resulted in vast amounts of duplicate data, exacerbated by inconsistent processes across business lines. The disorganized object model hindered their ability to view related opportunities, leads, and contacts associated with each account, limiting insights into their business.
Faced with numerous challenges, our client recognized that their Salesforce instance needed help...but the solution was unclear. Should they begin anew with a fresh installation, or was it possible to remedy the existing issues? In what order should the problems be fixed? How would they ensure the same problems didn't remerge?
To ensure their Salesforce platform was architected for success, our client sought the perspective of the healthcare professionals at Penrod .
The Solution
Rather than immediately addressing the problems, Penrod recommended that our client step back and think about the big picture…despite the current issues, what did their ideal platform look like? While immediate fixes might feel productive, they wouldn’t address the overall problems caused by lack of vision – and would ultimately lead to the same issues reoccurring in the future. The current state needed to be documented, and the ideal platform needed to be defined.
Penrod’s Engage Advisory Services did just this.
Penrod set out to assess the current state of our client’s Salesforce instance and build a vision for the ideal platform. Assessment involved a thorough review of their Salesforce architecture and a series of discovery meetings with critical marketing, sales, support, and product stakeholders. These exploratory sessions uncovered a variety of pain points.
Penrod took those pain points and designed a roadmap to organize fixes in a logical order. The roadmap would eventually fulfill the vision of an ideal platform.
Penrod’s suggested approach provided our client with a clear architecture of an ideal Salesforce environment, guided by a unified data model that streamlined processes across marketing, product, sales, and support. The approach also created actionable tasks that would lead to future optimizations, including improved page layouts, lead assignment rules, contract management, approvals, and validation.
The Results
Penrod’s Engage Advisory Services created a vision that set up our client’s Salesforce platform for future success.
They enhanced processes across multiple departments by following Penrod’s architecture of a unified data model, ensuring data integrity.
As a result, our client can effectively manage leads, contacts, and accounts, paving the way for informed decision-making and agile responses to market opportunities. Guided by the same commitment to unified data that makes their clinical business so successful, their marketing, sales, operations, and product teams are equipped to create sustainable growth.
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