Case Study
Yay! We Have Salesforce. Now We Have to Implement It.
An enterprise client needed to replace a mature, highly customized CRM with Salesforce in only a few months. M&S Consulting led implementation planning, training, integrations, release strategy, and support for a 1,000+ user community.
2 min read
1,000+
User community
700+
Sales, marketing, and support users
Months
Transformation window
Agile
Delivery approach
Client
Enterprise Salesforce Client
Engagement
Enterprise Salesforce Implementation & Integration
Technologies
Salesforce, AppExchange, Web Services, Agile
01THE CHALLENGE
A mature, highly customized CRM needed to be replaced with Salesforce in only a few months.
An enterprise client needed to move from a heavily customized, deeply integrated CRM into Salesforce. The existing CRM supported sales, marketing, service, support, billing, more than 700 functional users, and a total user community of more than 1,000.
The previous CRM had taken years of projects, customizations, executive changes, and development work to reach maturity. The Salesforce transformation had to happen in a matter of months without abandoning the connected applications and business functions that depended on the old platform.
02THE SOLUTION
A blended team built the plan, platform, integrations, and operating model needed for Salesforce adoption.
M&S Consulting worked with a blended team of client-side and M&S talent to implement Salesforce, AppExchange managed packages, and web services that connected the new platform with existing applications.
The strategy covered platform setup, team training, team structure and roles, change planning, development and release planning, integration gap analysis, and business-as-usual communication for legacy applications during the transition.
An Agile approach shaped requirements gathering, development, communication, release, and support.
Implementation strategy
The plan addressed technology, people, process, training, roles, release management, and support.
Integration planning
Web services and AppExchange packages connected Salesforce to existing applications and business processes.
Agile execution
Requirements, development, communication, release, and support were managed through an Agile delivery model.
03THE RESULTS
A successful enterprise Salesforce implementation supported from planning through production.
M&S's partnership, leadership, and commitment helped the client navigate a complex enterprise Salesforce implementation with third-party managed packages and deeply connected integrations.
The team supported the existing applications through business-as-usual communication and development while moving multiple business teams toward the new Salesforce platform direction.
1,000+
Users supported
The implementation supported a total user community of more than 1,000 across sales, marketing, service, support, billing, and IT.
700+
Core functional users
More than 700 sales, marketing, and support users depended on the CRM transformation.
Connected
Integrations
Salesforce, AppExchange packages, and web services were connected to existing applications.
BAU
Continuity
Existing systems were supported through business-as-usual communication and development during the transition.
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