The Client
Rogers Corporation manufactures, markets, and sells advanced materials and components for a variety of applications and a wide range of industries throughout the world. Their products include elastomers, high-frequency circuit materials, flexible circuit materials, molding materials, and composite materials.
Committed to delivering superior reliability, efficiency, and performance, Rogers helps the world solve its most difficult material challenges. Having made a significant investment into the Salesforce Classic platform over the years, Rogers was looking to solve one of its own transformational initiatives–migrating to the Salesforce Lightning architecture to significantly improve user experience, as well as access all the latest features and mobile functionality available.
To accomplish this goal, Rogers teamed up with MST Solutions (A Mastek Company) to get the essential tools and technology resources they needed. After successfully tackling the challenge, Rogers has a powerful new way to filter and visualize their work, using any device, that has led to improved user adoption, future-proofing their investment into the Salesforce platform.
The Challenge
With the Salesforce Classic user interface nearing its end of practicable use, Rogers wanted to take advantage of the streamlined Lightning interface and all the latest Salesforce features, mobile functionality and better user experience. They needed to keep their existing Sales Cloud implementation untouched without interrupting existing data, customization, or functionality, including compatibility with the AppExchange products already in place. All they needed were the appropriate tools and Salesforce experts to complete the transition.
The Challenges
Need to add new features and drive smooth third-party integrations to gain an edge in the online shopping space.
- Non-availability of real time data for analytical decision making
- Data loading into on-prem servers taking 6-7 hours, no real error handling mechanism in place
- Administrative challenges due to managing multiple databases
- Non-availability of real time data for analytical decision making
- Data loading into on-prem servers taking 6-7 hours, no real error handling mechanism in place
- Administrative challenges due to managing multiple databases
Solution
After learning about how Rogers was already using Salesforce and reviewing the organizations requirements, MST Solutions began the process of migrating existing data to the Lightning platform and recommending ways to replicate features that would not carry over to the new interface. MST also created a plan to properly rollout the new interface in phases and designed desktop and mobile experiences while making process improvements along the way. By utilizing the Services of MST Solutions to rollout the new Lightning experience for its teams, Rogers can drive even greater business value and productivity gains from the Salesforce platform.
- Proven expertise in implementing Snowflake with AWS Cloud
- Expertise in implementing a self serve BI solution for end users
- Model to reduce high maintenance cost and slow application development
- Experience to minimize data movement to improve performance
Solution
After learning about how Rogers was already using Salesforce and reviewing the organizations requirements, MST Solutions began the process of migrating existing data to the Lightning platform and recommending ways to replicate features that would not carry over to the new interface. MST also created a plan to properly rollout the new interface in phases and designed desktop and mobile experiences while making process improvements along the way. By utilizing the Services of MST Solutions to rollout the new Lightning experience for its teams, Rogers can drive even greater business value and productivity gains from the Salesforce platform.
- Proven expertise in implementing Snowflake with AWS Cloud
- Expertise in implementing a self serve BI solution for end users
- Model to reduce high maintenance cost and slow application development
- Experience to minimize data movement to improve performance
MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.
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Client, XYZ Company
Technologies Used
- Salesforce Classic to Salesforce Lightning
- Sales Cloud
- Introduced Console View for better user experience
- Salesforce Sales Cloud
- Docusign Document e-Signature
“We were in desperate need of a single source of truth for many years, and it’s finally here,” said Ortiz. “MST took the time to truly understand our needs, and now we’ve been able to provide our company with a customized solution that’s built for Liveops, not just for any call center.”
Ortiz and her team are now working with MST to create an agent service desk in Salesforce. “My company has no concerns because as soon as I said, ‘Oh yeah, my team from MST is going to build this,’ there was a sigh of relief,” concluded Ortiz. “I want MST around forever. They’ve given me the biggest feather in my cap because this has been a painful problem for many years. I can say with confidence that this has made me and my team a lot more important and influential at Liveops because we provided a solution that works, something that improves people’s experiences.”
Results
Even though Rogers has a very mature instance of the Salesforce platform with a variety of customizations and AppExchange products, the organization was able to embrace the UI transition and realize the full potential of Salesforce. The system is not only easier to use, it’s more robust and provides a modern experience for users, enabling them to more efficiently interact with customers. Additionally, the mobile features of the enhanced user interface are now enabled for the organization, allowing employees to check reports and dashboard and collaborate on Salesforce using their mobile devices. The reimagined Lightning Experience provides the best possible way for Rogers Corporation to perform all their necessary business functions through Salesforce. Partnering with MST Solutions has been key to understanding how much more Salesforce can benefit the business and create a framework for enhancements in the future.
- Improved user interface – easier to use
- Increased Salesforce user adoption
- Setup for future success – can now take advantage of future Salesforce updates.
- Better user experience for employees
- Improved user interface – easier to use
- Increased Salesforce user adoption
- Setup for future success – can now take advantage of future Salesforce updates.
- Better user experience for employees
“We can now deliver value as fast as the business needs it. As a result of the continuous improvement steps, we have really leaned into transitioning existing processes into Salesforce,” said Spratling. “Salesforce really shines when it comes to adding bells and whistles. Just a few examples include help desk tickets, purchase orders, and billing.”
The project, which was completed in several phases, helped ASLD optimize and strengthen their service delivery capabilities on one of their core processes that directly supports their mission. The agency is better connected to their customers, which allows employees to more easily service and respond to customers’ needs. Since the launch of the system, paper applications have been reduced by 95% and end-user adoption rates have increased to 98%.
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