What’s Inside?
- Establishment of a dedicated Center of Excellence (CoE) to merge business goals with technical feasibility.
- Massive reduction of technical debt across long-standing Salesforce instances to ensure system scalability.
- Deployment of a unified multi-cloud platform for seamless B2B2C sales and after-sales service.
Context
Our client is a French specialist in custom joinery, providing a comprehensive range of windows, doors, shutters, and gates. Operating via 160 stores and 20 technical centers, the company provides turn-key services from initial consultation to final installation. As a key player in the energy renovation sector, maintaining high-performance digital tools is critical to their operational success.
Challenges
The client faced significant operational hurdles due to the scale and age of its existing Salesforce instances. Over years of use, the system had accumulated substantial technical debt, which threatened its reliability and limited the ability to evolve. The primary objective was to restore system stability and ensure that the digital infrastructure could support ongoing business innovations and growth.
The Solution
Spoon Consulting implemented a tailored multi-cloud solution to address these challenges. The ecosystem integrated several core Salesforce modules:
- Sales Cloud & Service Cloud for unified customer relationship management.
- Field Service to manage on-site interventions and technical center activities.
- Marketing Cloud for targeted B2B2C engagement.
- Salesforce CPQ to streamline complex pricing and quoting.
- CRM Analytics to provide data-driven insights for executive decision-making.
Our Contribution
To guarantee quality and flexibility, we established a formal Center of Excellence (CoE) governed by an Agile methodology and a strict Design Authority. Our team focused on:
- Designing a custom multi-cloud architecture specifically to solve legacy debt issues.
- Developing a strategic reuse model for existing code and configurations to increase overall efficiency.
- Managing the complete design and construction phase of the new solution.
Benefits
The intervention delivered immediate value and a more robust foundation for the future:
- Productivity Boost: Unifying business processes within Salesforce significantly reduced technical debt and streamlined operations.
- Informed Decision-Making: Executives now benefit from increased visibility into key business metrics.
- Enhanced User Experience: The platform is now more stable and provides optimized journeys for internal users and customers alike.
- Operational Speed: User requests and system updates are now managed more rapidly and effectively.
Key Figures & Dates
- Project duration: 2023 – 2024
- Workload: 1100+ man-days
- Impact: > 250 users
