The client is a Europe-based water distributor and supplier, responsible for distribution of water and management and regulation of water supply, along with related maintenance work in the area.
The client was responsible for supply and monitoring of water distribution in the locality. For this purpose, client was storing information in a third party system RapidExtra. The client wanted to implement Salesforce Communities to replicate this functionality within the Salesforce environment.
The Salesforce Communities-based implementation needed to have the following features:
Access to customers to customer and property information
A mechanism for end users (citizens of the locality) to log complaints for leakage, interruptions in water supply and other such complaints and monitor the progress of their complaints
Integration between RapidExtra and Salesforce communities for pulling the data available in RapidExtra
A mechanism for end users to see data pertaining to water usage, consumption and billing (latest bill, previous bills, payments options) etc.
A mechanism to issue and alert its users regarding Water Alerts, including, but not limited to interruption in services, maintenance and cleaning
A mechanism to publish FAQs to reduce the number of queries from the end users
A mechanism to view billing information such as latest bill, previous bills, current payment options, contract length and transaction history
Integration with external systems for data presentation and water alerts and news
Value Added Services for end users such as Water Efficiency Audits and leakage fixes
A mechanism for end users to review consumption and billing data
Ability to live chat with client support team
Additionally, the Client needed to refurbish its existing website and add features like responsiveness, mobile-compatibility and other dynamic features
Eternus Solutions reviewed the objectives and worked with the client to implement a single community to aggregate data from various external systems by leveraging the Salesforce Communities and Visualforce as the implementation technology stack. This implementation included the following:
View consolidated billing and invoice information
Display water alerts relevant to properties along with details
Provision of capability to raise and monitor cases
Water alerts through external web services, triggers, classes and Visualforce page
Email and SMS notifications for water alerts
Third Party Integration using external web services for After Hours support
Configuration of new page layouts, profiles and flows for implementation of requisite functionality.
Data Model changes, configuration of roles and profiles to align the business process
Use of Site.com for refurbishing the existing static website into a responsive, dynamic and mobile-friendly state-of-the-art website
Create updated data model in sandbox
Build new business process triggers, classes and Visualforce pages
Test with input from client end users
Functionality release to Full Copy Sandbox upon successful tests
Functionality release to Production upon successful FCS tests
Development using SFDC standards and best practices