MARKET DEVELOPMENT APPLICATION SALESFORCE.COM CONSULTING & SUPPORT
DESCRIPTION
A multinational vendor for servers, storage and information technology services aims to provide both Market Development (MD) Account Managers and Field Sales Representatives the ability to collaborate on opportunities to qualify and certify 3rd party software on its main platform, and thus, expand market coverage for its platform and related products and services. As a Java-based application, the existing MD application has been in place for several years. To make the application more robust, process-oriented and responsive to the mission of the market development team, the company decided to adapt a Salesforce.com solution.
The company engaged the services of a Salesforce.com solution provider to redesign, re-architect, and implement the MD application on the Salesforce.com platform. Realizing that they would need a team to support the new MD application after launch, the company leveraged its years of ongoing relationship with JWay. They signed up for a Managed Service engagement with JWay to provide day-to-day post-implementation and administration support for the new MD application.
OBJECTIVES OF THE PROJECT
The objectives of MD Application Salesforce.com Consulting and Support engagement were as follows:
- To provide ongoing day-to-day operational support to ensure that the MD Application on Salesforce.com platform effectively delivers the services needed by both the MD Account Managers and the Field Sales Representatives
- To ensure that appropriate transition from the Salesforce.com implementation partner to JWay is undertaken prior to launch seamlessly to minimize, if not eliminate, any support gaps for the users of the application
- To resolve application issues or bugs as they arise post-implementation
- To perform further enhancements to the application, as requested
JWay’ SOLUTION
To fulfill the project objectives, JWay accomplished the following:
- With JWay’s Project Transition Management process, the team engaged early with the company’s Salesforce.com solution provider to understand the design and architecture of the new system.
- JWay got actively involved in testing and implementing application changes and refinements before launch.
- Immediately after launch, JWay took on the primary support responsibility for addressing any user queries and issues and the company’s needs to further customize the application.
RESULTS
The launch of the new MD Salesforce.com application went smoothly. The company did not feel any interruptions whatsoever as the Project Transition Management process has put the Salesforce.com service provider and JWay in one team working towards a common goal. JWay continues to provide responsive day-to-day support services and address enhancement requests, as needed, utilizing JWay’s project management and development resources from both its headquarters in San Jose, CA and offshore development center in Manila, Philippines. This managed service set-up benefits the client in terms of turnaround times and cost savings. The service includes, but not limited to, responding to user queries and issues, investigating and fixing bugs, implementing database changes, customizing new features, and suggesting process improvements, among other things.
TECHNICAL FEATURES
- Web Services to connect to the cloud (Salesforce.com)
- Ajax driven data loaders for faster loading
- Rich components like animated popup, sortable tables, calendar
- Caching to improve performance
- User can switch user roles for easier testing
- Multiple data source connectivity (LDAP, Oracle Database and Web Services)
Note: Company name withheld at client’s request
