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Accenture helped a leading software provider implement a Salesforce support structure to help improve efficiency and prioritization for its Customer Relationship Management (CRM) system.
Taking advantage of a Software-as-a-Service (SaaS) solution—such as Salesforce—helped the client develop a new governance structure that improved its system enhancement release and milestone management capabilities.
This led to a reduction in operating costs due to an increased automation of global business processes, improved flexibility and scalability of solutions, and improved efficiency in prioritization of processing business requests.
The software provider had many stakeholders with diverse, competing priorities requesting changes to the business’s Customer Relationship Management (CRM) system. This called for streamlining the process of altering or enhancing the system to help improve system efficiency and prioritization.
The company employs Salesforce as the CRM technology to support its end-to-end global sales. Salesforce provides numerous benefits, including a 360 degree view of customers, analytic capabilities for improved reporting and visibility into different aspects of the selling cycle. Therefore, the company needed a solution that best leveraged Salesforce’s capabilities.
The software provider and Accenture have worked together since 2005, delivering innovative Salesforce solutions to complex work problems. Accenture leveraged its deep technological know-how and experience to set up a long-term, scalable governance structure to support a Salesforce solution for the company. The solution included leveraging Accenture’s global delivery network, which allowed for 24-hour support.
The Accenture team helped with the application maintenance of the client’s new governance structure by:
Enabling a governance structure for the CRM system: By enhancing an existing governance structure, Accenture helped streamline the process for changing the old system. This was done by reducing the backlog of enhancement requests and standardizing how enhancements are released into this system—not only in order to improve efficiency, but also prioritization. Accenture helped drive adoption through an IT/Operations case review process that was based upon agile delivery and business priority.
Confirming predictable, ongoing monthly system enhancement releases into the system: This helped promote global standardization and consistency—and also improved efficiency by reducing system enhancement requests and providing critical business capabilities. Business capabilities include: global lead routing enhancements, sales methodology enhancement and automation, opportunity redesign (on the initial consolidation), test class restructure and increased testing capacity.
Determining the feasibility and effectiveness of automating business processes via Salesforce capabilities: This also helped promote global consistency and improve efficiency.
A blended team at the software provider’s headquarters and Accenture’s India Delivery Center (IDC) delivered the solution and offered additional development and testing capacity to drive Salesforce fixes and enhancements for end users. The team supports 22,000 users, including partners (including more than 2,000 of the client’s internal users globally across 50 countries and four regions).
The solution helped the client develop an application maintenance structure that improved its system enhancement release and milestone management. This led to an overall reduction in operating costs due to an increased automation of global business processes, improved flexibility and scalability of solutions—and improved efficiency in prioritization in processing business requests.
The solution allowed more than 2,000 users to utilize Salesforce’s case functionality to request system enhancements and report issues. Since the project’s start in March 2011, this ability has helped:
Close over 200 cases, including standard maintenance items, value add-on initiatives—and both small and medium project-sized enhancements—which, in turn, led to a reduction in the system’s backlog and the implementation of capabilities required to support the business.
Successfully deploy a new system enhancement release every month—to promote stronger consistency, efficiency and prioritization.
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