Customer Relationship Management

Challenge

Our client is a large government sponsored enterprise chartered by the US Congress with a mission to provide liquidity and stability into the housing and mortgage markets. The client had already purchased Salesforce.com CRM. They were looking for a team who could install, customize and integrate Salesforce.com CRM. Moreover, the client desired to replace few divisional-level campaign management applications with single centralized Salesforce.com CRM .

Our Solution

Our professionals worked with the client and charted a two-year plan to install, customize and integrate Salesforce.com CRM. The plan included roll out schedule for different divisions. Additionally, the plan included schedule for migrating existing data from divisional-level campaign management systems into Salesforce.com CRM.

workMETHODS successfully installed Salesforce.com CRM. According to requirements from few key departments, workMETHODS customized the campaign management, sales force automation and customer support modules. Workflows were customized to automate individual division’s business processes. Custom reports and views were customized to meet the needs of different user groups.

This Salesforce.com CRM was integrated into upstream and downstream IT systems to exchange information. As the Salesforce.com CRM was chosen as master of customer information, web services were built. For data exchange, we leveraged existing Informatica Powercenter to perform ETL functions.

Replacing marketing campaign management applications with Salesforce.com CRM was complex effort than previously perceived. workMETHODS successfully addressed client’s organizational issues as well as technical challenges while combining the data onto one platform. Transition for few users from email based campaigns to an enterprise grade application was a steep learning curve. Centralizing leads and customers data, particularly the email preferences, were challenging due to the data quality.

The client IT was heavily regulated. workMETHODS had to follow customer’s custom methodology for project management. Our Project Managers prepared documentation mandated by the methodology as well as rigorous process for migrating changes to Salesforce.com CRM. Project Managers worked with the project audit department to ensure compliance. workMETHODS had to build development, test, user acceptance and production environments for Salesforce.com CRM along with all customization and relevant data. At the end of the project, workMETHODS handed over Salesforce.com CRM implementation to the client’s IT department.