THE TASK

Yamaha has a large sprawling enterprise Salesforce org.  It’s absolutely mission critical as it is the bedrock for the Contract workflow for dealers and handles all customer support requests that come in nationwide.  It’s a piece of enterprise technology that simply can’t fail.  There had been problems with scaling the org for some time so it was clear work was needed.  Existing processes were inefficient in the system, users were getting errors, reporting was spotty, and there were plans to build more atop of this.

THE WORK

We set to work immediately, adhering to our key technology principles and understanding the org from a holistic point of view.  The two overarching goals were to get it to a scalable point (a solid foundation) that we could safely build atop of and then (and only then) work with various stakeholders to begin tacking on new processes, integrations, and features.  After understanding the system’s uses and key processes flow, we started on the foundation.  Rebuilding the back-end system permissions and security and streamlining workflows, code and automations.  With users no longer receiving errors and a logical foundation based on company divisions, we set about gathering new requirements and understanding the wishes for this new and improved system.  Different processes for various divisions were combined into one cohesive system, new integrations were made, more cleaning was conducted, and user acceptance grew rapidly.

THE RESULT

In the end, Yamaha was left with a hugely improved Salesforce system.  Existing users enjoyed more streamlined processes (free from errors and bugs), and new users / divisions saw their Excel spreadsheets now living in a well oiled system that could be accessed from anywhere in the world.  Integrations were made and Salesforce became a reliable reporting interface for company critical metrics.  With the system functioning as it should, users are now more efficient, more informed, and the business is better positioned to handle process changes in the future.