Project Overview

Create an application to support the customer’s sellers and business partners selling support and maintenance services.

Solution

Certified Salesforce developers from IBA Group commenced work under the project in September 2019. They joined a distributed team of 100 people, which includes experts in Salesforce, Java, etc.

The application is built on microservice architecture (REST). To manage support contracts, a new solution for Quote-to-Cash processes has been created. The system will be integrated with CRM and ERP platforms.

If the system identifies that the support contract will expire in the near future, then it automatically creates new sales opportunity. A separate customer structure – Territory Alignment – is responsible for the distribution of opportunity between sales specialists. When a sales specialist receives a notification, he/she can proceed to upsale in a timely manner – extend the contract or transfer it to another manager.

Project Results

Now the project is at the MVP stage. The customer can already try the main functionality of the solution, which will be improved in future releases.

Business challenge

Deploy a new CRM for developing an IT company’s business in the area of sales of SaaS products. For this purpose, it is necessary to adapt CRM to the customer’s business processes, and perform several integrations: transfer data from several different systems into one.

SOLUTIONS HIGHLIGHTS

Certified developers and administrators from IBA Group joined the distributed Salesforce team in January 2018. The team consists of 200 people from several countries, including developers, configurators, business analysts, and test automation specialists. 13 of them are IBA Group employees.

The application consists of two parts: CRM – Salesforce Sales Cloud and Quote-to-Cash. At one of the stages of the CRM system, a valid lead is registered and transformed into an opportunity. At the final stage, the Quote-to-Cash process starts: configuration -> quote -> proposal -> contract -> invoice—> ordering -> billing -> provisioning.

The opportunity has various attributes: product, point of sale, customer language, etc. Based on these attributes, the system generates a list of recommended content for sales specialists: selects presentations, white papers and other materials. The application may be integrated with the customer repository to avoid copying of all documents into Salesforce.

In their work, administrators and developers from IBA Group used middleware – the Tray.io platform. Its advantage is that it facilitates integration of Salesforce with many databases and services due to the large number of connectors and ETL (Javascript). The application has been working since April 2018 and is now gradually switching to the support phase.

Result

A convenient solution for sellers and business partners of the customer who sell SaaS products. Integration with the customer’s marketing platform: its leads are transferred to an external system. Over 2 years, revenue from orders that were switched to quotations in this system increased 10 times.

KEY ISSUES

To prepare financial reporting, the bank’s employees process 500 types of files. The data in the files is the same entity when it is loaded into the corporate system, but is called differently.

The goal of the project was to reduce manual processing of documents to standardize the data. At the beginning there are only a few experts who know where and what data to retrieve.

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