Driving change management and efficient Salesforce Service Cloud rollouts

The solution

Our techno-functional consulting team conducted an in-depth evaluation of the current state (AS-IS analysis), performed risk assessments, and drove change management to align the Service Cloud technical landscape with the organizational maturity of business units.

We developed a standardized rollout framework that ensured consistent delivery, using agile methodology to optimize sprints and resource allocation. By mapping the system development life cycle (SDLC) of one rollout against the scope of work, we divided service regions into sub-regional waves. These waves became the foundational building blocks of our systematic rollout framework.

To validate the framework, we initiated a pilot phase focused on documenting and measuring each stage of the SDLC, setting up a streamlined feedback loop for efficiency, and benchmarking the outcomes against baseline KPIs in North America, a region characterized by high user-system maturity.

Post-GoLive, we refined the framework into a robust, repeatable system for rapid, high-quality rollouts. Continuous improvement between waves further enhanced training impact, increased delivery efficiency, and minimized redundant tasks, saving stakeholders significant time and effort.

By leveraging rigorous documentation and creating reusable templates for each SDLC phase, we standardized activities and ensured continuous improvement in subsequent waves. This systematic approach empowered the client to achieve scalable, efficient rollouts with consistent quality and faster time-to-market.

Our solution empowered the client to adopt a proactive approach, enabling them to anticipate and address potential pitfalls and bottlenecks by identifying challenges early and implementing solutions in advance. This transformation allowed them to reduce project duration and increase impact simultaneously.

A robust training program equipped over 500 users across all levels through a mix of onsite and virtual trainer-led sessions, self-learning modules, and on-demand resources, offered in multiple languages. Additionally, we achieved process and IT resource optimization through a cost-neutral approach, enhancing organizational efficiency without incurring additional expenses.

The success of this engagement led to a new 10-month project in the Asia Pacific region. We leveraged the Systematic Rollout Framework developed in EMEA to optimize stakeholder onboarding and delivery. By refining artefacts to align with cultural nuances and focusing on execution, we ensured seamless implementation and continued success. In total, there are 900+ users across 91 facilities in both Europe and Asia Pacific service regions.