A global leader in modular flooring, offering an integrated collection of premium carpet tiles, luxury vinyl tiles, and resilient flooring solutions, has successfully demonstrated the transformative power of strategic IT solutions in enhancing customer support.
Business Challenges
Latency in support response time, impacting time-to-value
Inconsistent support for platform-specific questions
Needed faster response times for critical issues
Managing new functionality additions & keeping up with Salesforce updates
Inefficient automation processes and Technical debt accumulation due to custom code
Security vulnerabilities, specifically around managing user access and permissions
Solution Details
Through implementing the Application Success Value Plan (ASVP) Improve, this renowned organization has effectively tackled challenges such as latency in support response times and inconsistencies in support for platform-specific questions. This comprehensive approach has driven their journey from Go-live to Growth, leading to marked improvements in operational effectiveness.
Value Delivered
24/7/365 Troubleshooting & Resolution: With a 1-hour response time for business-critical issues, and bug fixes using configuration and custom development. This proactive approach tripled support response times and preempted potential risks
Functionality Addition: New functionalities using configuration and custom development to support evolving business needs. Impact analysis of deprecated features, uptake of potential new features from Salesforce updates
Technical Debt & Custom Code Reduction: Identified and implemented strategies to reduce technical debt and replaced customizations with configuration-driven or packaged AppExchange solutions. We assessed process automation opportunities and the effective use of flows
Enhanced Security through User Access Management: Implemented strict user access controls using Permission Sets and Profiles. Performed regular Security Health Checks and Security Audits to identify and mitigate potential vulnerabilities
2, true, false, Enabling Agile Decision Making, false, ASVP is a comprehensive success plan& to streamline your business processes& minimize decision-making bottlenecks& and respond rapidly to new updates and changes.^, Back, Continue
3, false, false, asvp Unique Value Proposition, false, Agility and Adaptability^Continuous Improvement^Strategic Platform Alignment^Maximizing ROI^Data Security Priority^Comprehensive/Dynamic^, Back, Next
4, true, true, Good choice! Explore our plans to find the perfect fit for your needs., false, buildImageCard, Back, Continue
5, false, false, asvp Complements Salesforce Success Plans, false, Maximize Salesforce potential and achieve better results^Get full value of the platform’s extendibility^Fast implementation with higher ROI from Salesforce^Get customizable app functionality^Accelerate your time-to-value^, Back, Next
3, true, IN, https://www.crmit.com/wp-content/uploads/2022/08/mickey-bedi.jpg, Mickey Bedi, Vice President & Geo Leader of India, mickey.bedi@crmit.com
CRMIT Solutions
