Client Overview

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.

Business Challenge

• 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

Technical Requirements

Solution Strategy

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

Development Methodology

• 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