About Client

Our client is a US-based educational service provider, offering top-tier training solutions in audit, cybersecurity, and IT, catering to both beginners and seasoned professionals. Their courses are delivered through various modes, including virtual, instructor-led, classroom, and on-premise options, providing learners with flexible and engaging learning experiences. Their comprehensive training programs include online IT training courses, interactive IT virtual labs, and IT certification practice tests, with unlimited access to training content, practice exams, virtual labs, help forums, and supplemental materials.

The Challenge

Client needed to address the inefficiencies and costs associated with maintaining separate Salesforce orgs for their B2C and B2B subsidiaries. They faced integration redundancies, operational inefficiencies, and the need for optimizing processes and applications. Additionally, technical debt removal and enhancing data security and governance were critical for future scalability.

The primary challenges were:

• Duplicate Operational and Licensing Costs: Running separate orgs led to increased costs and inefficiencies.
• Integration Redundancies: Multiple integrations caused significant operational inefficiencies.
• Optimization Needs: There was a need to optimize people, processes, and applications.
• Technical Debt: Removing technical debt was essential for future scalability.
• Scalability: The solutions needed to be scalable to support a future-ready CRM application.
• Data/IT Security and Governance: Ensuring best practices in data security and governance was critical.

Our Solution

To address these challenges, we devised a multi-faceted strategy aimed at overhauling their CRM ecosystem. Our approach involved optimizing custom fields, consolidating licenses, and aligning the data model with industry standards. We also implemented community solutions, streamlined workflows, and introduced advanced error logging and security measures. Furthermore, we enhanced system integrations and developed new tools for data migration and validation.

Key aspects of our solution were:

• Custom Fields and Process Optimization: Simplified day-to-day operations by optimizing custom fields and processes.
• License Optimization: Reduced the number of integration licenses required, lowering costs.
• Data Model Optimization: Aligned the data model with the Education Data Architecture (EDA) to improve data management.
• Community Implementation: Implemented a community solution to eliminate major operational overhead and manual processes.
• Technical Debt Removal: Converted Process Builder and Workflows to Flow to streamline processes and reduce technical debt.
• Error Logger: Provided our proprietary tool Error Logger free of cost, simplifying error logging and exception handling.
• Security Model Standardization: Standardized the security model in alignment with Salesforce standards and best practices.
• Upgraded Integration with Docebo: Enhanced integration with the existing Learning Management System (LMS).
• Industry-Leading Release Management Tools: Implemented Copado and Git for efficient release management.
• New Data Migration Framework: Developed a robust framework for any type of data migration project.
• Automated Data Validation Utility: Created a new utility for automated data validation of migrated data.