What’s Inside?
- Comprehensive maintenance and optimization of a core Salesforce CRM environment.
- Seamless integration of specific Apex developments and custom triggers to automate business logic.
- Strategic support for digital content and transition workflows to ensure high system availability.
Context
Our client is a high-level consulting firm specializing in digital transition and digital content creation, notably providing vitrine website services to its own portfolio. Recognizing that their internal CRM is the backbone of their client management strategy, they sought a reliable partner to ensure the platform’s stability and continuous evolution.
Challenges
The primary challenge lay in maintaining a sophisticated CRM environment while simultaneously managing digital transition projects for their own clients. The organization required:
- Operational Continuity: Guaranteed uptime and performance for their Salesforce instance.
- Technical Expertise: The ability to handle complex Apex and trigger-based customizations that standard administrative teams often struggle to manage.
- Process Synchronization: Ensuring that back-office integrations remained robust as business requirements evolved.
The Solution
We deployed a focused Salesforce support model centered on technical excellence and proactive maintenance:
- Salesforce Sales Cloud: Serving as the central repository for client data and business opportunities.
- Custom Development Layer: Implementation of Apex and Triggers to automate complex workflows and data validations.
- Back-Office Integration: Maintaining the synchronization between the CRM and the client’s internal production systems.
Our Contribution
Leveraging our 20-year track record in CRM management, our team took responsibility for the following activities:
- Solution Construction & Design: Refining the architecture to align with digital consulting best practices.
- Advanced Configuration: Handling all setup and parameterization of the Salesforce environment.
- Application Maintenance (TMA): Providing ongoing support to resolve technical debt and implement minor enhancements.
- Testing and Deployment: Managing rigorous user acceptance testing (UAT) and startup support to minimize business disruption.
Benefits
The partnership resulted in a more resilient and efficient information system:
- Enhanced Client Engagement: A stable platform allows the client to focus on their core mission of driving digital content and strategy for their own customers.
- Streamlined Operations: The use of automated triggers and Apex code reduced manual data entry and improved overall data accuracy.
- Proactive Management: With dedicated maintenance, the client can anticipate platform updates and scale their usage without technical bottlenecks.
Key Figures & Dates
- Project duration: April 2017 – Ongoing
- Impact: 34 specialized users
