SFDC – Nonprofits – Product Development, Support and Professional Services – Success Story

Client Overview

The client is a US based Service Provider focused on the nonprofit relationship management solutions for fundraising.

Business Challenge

The nonprofit business is primarily focused on managing donations for charity work as well as managing relationships with the donors by maintaining their information and through memberships on a sustained basis. Salesforce CRM and customization of the platform is implemented to cater to these needs that involve using the standard objects to automate the processes for –

  • Campaigns run for charity and event management

  • Relationship management with the donors

  • Pledge management and payments processing

  • Integration with the existing legacy systems to upload the pledge and members data

  • Inventory management to track and distribute the gifts in kind for the pledges made

The client had an existing base product that has been built up natively on the Force.com platform. Its architecture provides a broad range of functionality that is easily tailored to enhance the rich range of experiences and special relationships nonprofits have with their constituents.

This product provides campaign management, telemarketing, online marketing, pledge, premiums, member benefits, events and sponsorship. In order to cater to the growing needs and to infuse scalability in the team as well as quickly and cost effectively enhance the products, the client made a strategic decision to leverage the Offshore services based model to build an extended delivery team to help them quickly ramp up in the below areas:

  • Product Development

  • Support & Maintenance

  • Professional Services

Technical Requirements

  • Visualforce

  • Apex

  • JavaScript

  • JQuery

Solution Components

  • Maintenance and issues fixing for the existing released products

  • Customizations as a part of the professional services that include implementing:

    • Workflows and object model updates

    • Triggers, batch apex and schedule jobs

    • Visualforce pages JQuery, Ajax and JavaScript

    • SFDC site and customer portal

Solution Strategy

Eternus Solutions provided the client an Offshore based delivery center and engaged with them collaboratively to take care of their complete operations.

Product Development – Certified, process oriented and focused consultants at Eternus Solutions were able to quickly ramp up and started contributing in the sprint cycles of product development. The team used agile processes to develop the product and quickly acclimatize themselves. The areas of contribution were highly complex across the core features of the products.

Professional Services – Eternus Solutions provided a team of certified consultants on demand to take care of all the implementation and solution rollout projects using the base product for existing and new clients. The team used Agile and SCRUM based processes, prototypes, early beta releases for extensive user feedback and ensures all professional services engagements were successfully delivered with the highest quality and customer satisfaction. The Eternus Solutions offshore delivery team was able to build a very successful collaboration model with the onsite project team including daily stand up calls, issue triage calls, weekly management review with all stakeholders.

Support & Maintenance – Eternus Solutions provided a team of support consultants to take care of all the maintenance work done for the products that were already installed with the client. The maintenance services included day-to-day support, ticket management, issue response and resolution, minor customization and small enhancements to the products. The team collaborated with the onshore team to understand the issues, change requests and enhancements. The team was able to understand complexities of installed products as these environments got transitioned to the offshore support team for support and the business flow to be able to deliver on time within all stated SLAs and ensure successful rollouts and day to day usage.

Development Methodology

  • 3-Step development methodology that consist of developing on the Developer 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 trigger, classes, batch apex and schedulers to write custom logic

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

  • Creating managed/ unmanaged packages for the custom work done in the professional services area

  • Coding using SFDC standards and best practices

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