Objectives
New Balance were struggling with implementation of Tibco Spotfire as their enterprise reporting and dashboarding tool on windows platform with snowflake integration for multiple data sources. They were facing challenges on some of their key Dashboards and Reports.
New Balance needed to respond to the demands of its business and end users and hence they engaged Mastek to develop key Dashboards/Reports for their global and NAM business users.
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.
- Lacking self serve BI capabilities.
- Inability to provide business users with on time reports, delayed decision making.
- Integration of multiple dimensions and facts across data sources and establishing relationship between them. Assessment of available data elements for the dashboards.
- Lacking self serve BI capabilities.
- Inability to provide business users with on time reports, delayed decision making.
- Integration of multiple dimensions and facts across data sources and establishing relationship between them. Assessment of available data elements for the dashboards.
The 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 and deep knowledge in BI Reporting/Dashboarding on Snowflake.
- Model to expedite reports and dashboards development.
- Proof of Concept to build the NAM dashboards and establish the environments.
The 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 and deep knowledge in BI Reporting/Dashboarding on Snowflake.
- Model to expedite reports and dashboards development.
- Proof of Concept to build the NAM dashboards and establish the environments.
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
Benefits
- Performance –With the hybrid approach, New Balance saw a 4x improvement in reports and dashboards development
- Monetization- Faster decision-making ability based on updated reports/dashboards
- Single global reporting view for the business users across NAM, EMEA and APAC
- Enhanced self-serve capabilities for end users and higher operational efficiency
- Performance –With the hybrid approach, New Balance saw a 4x improvement in reports and dashboards development
- Monetization- Faster decision-making ability based on updated reports/dashboards
- Single global reporting view for the business users across NAM, EMEA and APAC
- Enhanced self-serve capabilities for end users and higher operational efficiency
“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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