Optimize Round 3

In parallel with the onboarding efforts we worked to implement two additional systems to consolidate delivery in to Salesforce, and introduce more rigor in to the Sales process. These two goals were accomplished by implementing Salesforce Service Cloud with a JIRA integration for Delivery and customer support, as well as the implementation and support of Salesforce CPQ for Sales respectively.

Through these two projects we were able to attain more efficiency gains by automatically handing off digestible information from CPQ to our Delivery and Billing teams. Supporting the efforts from the previous project, to accomplish the efficiency improvements identified in the working sessions.

I was able to support these initiatives as a subject matter expert on product, sales and delivery processes, and systems. Through the course of these projects we were able to create more visibility cross functionally for all teams, as well as improve the employee satisfaction for end users engaged in these processes. Finally, the clients were able to reap the most benefit as they were being onboarded quicker, with less repetition of requirements, and an overall better experience.

To truly scale one must supply the entire organization with efficiency gains, not just it’s component teams and departments. Otherwise, the friction in the organization is felt by your end users, and the customers. This engagement exposed me to the reality that improvements at the beginning of a customer journey can break an organization, given it does not have the systems and infrastructure to support the scaling process.