SFDC – Media _ Entertainment – Custom Development – Success Story

Client Overview

The client is a Europe-based Media organization that handles installation and setup for satellites, TV cable connections and set up of additional equipment like set-top boxes.

Business Challenge

The client wanted to automate its Lead Management and Installation Management processes with the help of a Salesforce implementation. This would consist of the following:

  • Capturing leads in the system from various sources, score and nurture them through the entire lifecycle

  • Allocation and management of client visits

  • Automation of the complete license procurement of cable and satellite services

  • Track and monitor inventory pertaining to installation

  • Manage the installation audit process

Technical Requirements

  • Force.com

  • Salesforce.com

  • Visualforce

  • Apex

  • JavaScript

  • JQuery

  • Custom Web Services

  • Pardot

Solution Strategy

  • Web-to-lead was enabled to capture the leads coming in the client’s system, apart from a provision for manual entry of leads

  • Leads were scored on given criteria and nurtured and managed through the lifecycle. This was done through a Pardot implementation.

  • Allocation of site visits and scheduling the same through Salesforce OOTB features like workflows, validation rules and approval processes

  • Custom solution including web services for managing customer subscription to satellite and cable services

  • Custom development and configuration for tracking the inventory

  • Custom solution comprising web services, approval processes and workflows for automating the installation audit processes

  • Reports and dashboards for measuring various KPIs

Solution Features and Components

  • Configuration of web-to-lead for importing leads within the system

  • Configuration of batch upload of data for cleanup and reporting

  • Customization & configuration of Pardot for lead nurturing and scoring based on set criteria

  • Batch processing of inventory records

  • Custom solution for installation audit

  • Custom solution for visit allocation for installations

  • Web services integration between Salesforce and third party systems for subscription data

  • Configuration of role-based access for reports and dashboards

Development Methodology

  • 3-Step development methodology that consist of developing on the Dev Sandbox, Testing on the QA Sandbox and moving to the Production

  • Requirements, Design and Release documents to start building any new components

  • Extensive usage of Triggers, Visualforce and Classes to write custom logic

  • Intelligent client developed in JavaScript and JQuery library

  • Preparing deployment plans and change sets to migrate the changes once completed

  • Use of local repository SVN and GitHub for configuration management

  • Supports responsive behavior for multiple screen resolution

  • Development using SFDC standards and best practices

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