SlideShare a Scribd company logo
© 2015 Rightpoint Consulting LLC. All Rights Reserved
Salesforce Relaunch
FEATURING CUSTOMER SUCCESS STORY FROM
© 2015 Rightpoint Consulting LLC. All Rights Reserved
Introductions
2
Luke Hitpas
Senior Salesforce
Consultant, Rightpoint
Heather Schreiber
IT Senior Application
Development Manager,
Aon
© 2015 Rightpoint Consulting LLC. All Rights Reserved 3
• Introductions
• Overview of how Aon uses Salesforce
• Aon Salesforce Relaunch
‣ Why we were in need of a relaunch
‣ How we got started
‣ Guiding principles
‣ Best practices
‣ Lessons learned
• Q&A
• Happy Hour & Hors D'oeuvres
Agenda
© 2015 Rightpoint Consulting LLC. All Rights Reserved 4
• Aon has multiple Salesforce instances with Aon Risk Services (ARS) and Aon Hewitt being the largest
• Aon utilizes Salesforce for:
‣ Pipeline Management
‣ Client Promise
‣ Aon Choice
‣ Proposal Requests
‣ Campaign Management
• ARS Instance alone supports 7,000+ users in 85 countries
‣ Advanced Currency Management
‣ Five Supported Languages
Overview of how Aon uses Salesforce
© 2015 Rightpoint Consulting LLC. All Rights Reserved 5
Why the need
for a Relaunch
© 2015 Rightpoint Consulting LLC. All Rights Reserved 6
• Aon started using Salesforce in 2006 and over time, lack of governance resulted in
disparate processes across regions and countries.
• To support these individual processes, ARS Salesforce resulted in:
375 Profiles
down to 10
1,868 Roles
down to 200
415+ Sharing
Rules
down to 90
48 Opportunities
Record Types
down to 5
465 Custom
Fields Accounts
down to 80
154 Custom
Fields Contacts
down to 50
241
Custom Fields
Opportunities
down to 30
50+ Total
Page Layouts
down to 7
85 Price
Books
down to 1
700 Products
down to 200
© 2015 Rightpoint Consulting LLC. All Rights Reserved
How we got started
7
© 2015 Rightpoint Consulting LLC. All Rights Reserved 8
• In November, 2013 a governance council was formed.
‣ Regional leads from United States, Canada, LATAM, APAC, and EMEA
‣ Weekly meetings scheduled to gather requirements and discuss decisions
‣ It was decided to relaunch the current ARS org vs. starting over in a new org
(phased approach vs. big bang)
• Guiding principles were established for how we oversee and manage the
process/system
© 2015 Rightpoint Consulting LLC. All Rights Reserved 9
Just because you can doesn’t mean
you should. Make global sustainable
decisions consistent with our Vision.
Maximize the value of Salesforce as a knowledge
sharing and collaboration tool for colleagues to
expand and improve the distinctive client value
we bring to clients and future clients.
Avoid code customization of systems
except where there is a clear short and
long term economic benefit.
Optimize the user experience
and value – keep it simple.
Until the Sales Machine and Salesforce
becomes fully implemented all cost
allocations should encourage rather than
discourage proper and consistent use.
Principles to guide decisions
© 2015 Rightpoint Consulting LLC. All Rights Reserved 10
Absolute ‘cabinet solidarity’ – complete
support for decisions made by the council.
Our behaviors
Absolute agreement on the E2E sales
process and the core sub-processes.
© 2015 Rightpoint Consulting LLC. All Rights Reserved
The way we oversee and
manage the process
11
© 2015 Rightpoint Consulting LLC. All Rights Reserved 12
• All new requests require business
justification and review/approval by
the governance council. These
include but are not limited to:
‣ New fields
‣ New picklist values
‣ New validation rules
‣ New workflows
‣ New coding requirements
• Approval guideline: Is the request in
the spirit of the ARS relaunch efforts?
‣ Simplification of the system
‣ Enhanced end user experience
‣ Out of box functionality
‣ Supports consistent reporting
• This process was designed to
challenge business users on their
requests and to ensure that each
request is analyzed and not just
implemented upon request
© 2015 Rightpoint Consulting LLC. All Rights Reserved
Analysis of all current
state functionality
13
© 2015 Rightpoint Consulting LLC. All Rights Reserved
Security
14
• Current state security (OWD’s) were private
for Accounts, Contacts, & Opportunities
‣ This resulted in a very high number of
duplicate records
• Future state security opened visibility to all
Accounts/Contacts and Opportunities are
shared within each country.
Fields
• Field Trip
• Panaya ChangeGuru
• Agree upon global fields, labels, help text,
and overall taxonomy
© 2015 Rightpoint Consulting LLC. All Rights Reserved
Code
15
• Analysis and clean-up to ensure code coverage
is sufficient for deployment
‣ Many configuration changes we were
making lowered code coverage
• Review current code to see if out of the
box functionality could be used instead
Workflows and Validations
• Full review and analysis of current state and/or
modifications to support new requirements
© 2015 Rightpoint Consulting LLC. All Rights Reserved
Recommendations and Approach
16
• After we completed our initial analysis,
we made recommendations and presented
options to the governance council via
demonstrations and POC’s
• Some of the recommendations included:
‣ Global page layouts for Accounts,
Contacts, and Opportunities
‣ New Opportunity record types which
included:
‣ Auto opportunity renewal creation
‣ Jeopardy tracking
‣ Global Programs (with revenue
splits across Accounts)
• One global Price Book
• One global Product list
• Out of the box revenue scheduler
• Restructure how data is entered
to remove inefficiencies
‣ Account ID’s (75 fields)
‣ Local Segmentation (40 fields)
‣ Publications (30 fields)
‣ Competitors (20 fields)
• Standardized global reports
and older structure
© 2015 Rightpoint Consulting LLC. All Rights Reserved 17
• Centralized account creation team
• User onboarding team
• Turn off all outbound emails
• When to use permission sets vs. profiles
• Unicode 8 for data loads (special characters)
• No such thing as too much communication
• Host Q&A sessions with end users
• Train the trainer
• Review system permissions (Export rights, Account
creation, User onboarding)
• Perform a test deployment well in advance
• Establishing best practices for making changes in multiple
sandboxes
Best Practices
© 2015 Rightpoint Consulting LLC. All Rights Reserved
Lessons Learned
18
• Turn off all sharing rules before migrating
• User updates
• Regression test
• Need requirements sign off well in advance
• Need strong change management process
• Integration support
• Folder sharing due to Security/Role changes

More Related Content

Viewers also liked

Holiday Inn Eindhoven relaunch
Holiday Inn Eindhoven relaunchHoliday Inn Eindhoven relaunch
Holiday Inn Eindhoven relaunchJeroen
 
Super x launch proposal
Super x launch proposalSuper x launch proposal
Super x launch proposal
Mathew Roy
 
Certified entrepreneurial community program relaunch
Certified entrepreneurial community program relaunchCertified entrepreneurial community program relaunch
Certified entrepreneurial community program relaunch
Crystal Morphis, CEcD
 
Polaroid Proyect. Relaunch Brand
Polaroid Proyect. Relaunch BrandPolaroid Proyect. Relaunch Brand
Polaroid Proyect. Relaunch Brand
ESPOL
 
Grow Cornwall Partner Launch Presentation
Grow Cornwall Partner Launch PresentationGrow Cornwall Partner Launch Presentation
Grow Cornwall Partner Launch Presentation
Grow Cornwall
 
Relaunch of people
Relaunch of peopleRelaunch of people
Relaunch of people
Mohammed Ali
 
Strategy to relaunch onida
Strategy to relaunch onidaStrategy to relaunch onida
Strategy to relaunch onida
Pooja Gupta
 
Website Relaunch SEO - WebTechCon 2016
Website Relaunch SEO - WebTechCon 2016Website Relaunch SEO - WebTechCon 2016
Website Relaunch SEO - WebTechCon 2016
André Scharf
 
Maggi Oyster - Relaunch - Draft Proposal (eBrand)
Maggi Oyster - Relaunch - Draft Proposal (eBrand)Maggi Oyster - Relaunch - Draft Proposal (eBrand)
Maggi Oyster - Relaunch - Draft Proposal (eBrand)
Hai Dongkixot
 
Relaunch Challenges and Learnings from a Product and UX Perspective
Relaunch Challenges and Learnings from a Product and UX PerspectiveRelaunch Challenges and Learnings from a Product and UX Perspective
Relaunch Challenges and Learnings from a Product and UX Perspective
Annamaria Boheim
 
Magazin-Relaunch bei Chefkoch
Magazin-Relaunch bei ChefkochMagazin-Relaunch bei Chefkoch
Magazin-Relaunch bei Chefkoch
Per Bernhardt
 
Fun city relaunch-marketing strategy oct '09
Fun city   relaunch-marketing strategy oct '09Fun city   relaunch-marketing strategy oct '09
Fun city relaunch-marketing strategy oct '09Elina_Dutta
 
Onida relaunch strategies
Onida relaunch strategiesOnida relaunch strategies
Onida relaunch strategies
Tirthankar Sutradhar
 
Product launch proposal
Product launch proposalProduct launch proposal
Product launch proposal
Vishwanath Nagaraj
 
Marketing relaunch-of-nestle-lemo-and-malta-drink
Marketing relaunch-of-nestle-lemo-and-malta-drinkMarketing relaunch-of-nestle-lemo-and-malta-drink
Marketing relaunch-of-nestle-lemo-and-malta-drink
wishmajid
 
Toshiba India Brand Relaunch
Toshiba India Brand RelaunchToshiba India Brand Relaunch
Toshiba India Brand Relaunch
Deval Joshi
 
Duracell Relaunch Rechargeable Strategy in the Spanish Market
Duracell Relaunch Rechargeable Strategy in the Spanish MarketDuracell Relaunch Rechargeable Strategy in the Spanish Market
Duracell Relaunch Rechargeable Strategy in the Spanish Market
Felice Biancardi
 
Lessons learnt from the FontShop site relaunch
Lessons learnt from the FontShop site relaunchLessons learnt from the FontShop site relaunch
Lessons learnt from the FontShop site relaunch
Spiros Martzoukos
 
Relaunch strategy of Cadbury's Picnic
Relaunch strategy of Cadbury's PicnicRelaunch strategy of Cadbury's Picnic
Relaunch strategy of Cadbury's PicnicHeemanish Midde
 

Viewers also liked (20)

Holiday Inn Eindhoven relaunch
Holiday Inn Eindhoven relaunchHoliday Inn Eindhoven relaunch
Holiday Inn Eindhoven relaunch
 
Super x launch proposal
Super x launch proposalSuper x launch proposal
Super x launch proposal
 
Certified entrepreneurial community program relaunch
Certified entrepreneurial community program relaunchCertified entrepreneurial community program relaunch
Certified entrepreneurial community program relaunch
 
Polaroid Proyect. Relaunch Brand
Polaroid Proyect. Relaunch BrandPolaroid Proyect. Relaunch Brand
Polaroid Proyect. Relaunch Brand
 
Arab-mall
Arab-mallArab-mall
Arab-mall
 
Grow Cornwall Partner Launch Presentation
Grow Cornwall Partner Launch PresentationGrow Cornwall Partner Launch Presentation
Grow Cornwall Partner Launch Presentation
 
Relaunch of people
Relaunch of peopleRelaunch of people
Relaunch of people
 
Strategy to relaunch onida
Strategy to relaunch onidaStrategy to relaunch onida
Strategy to relaunch onida
 
Website Relaunch SEO - WebTechCon 2016
Website Relaunch SEO - WebTechCon 2016Website Relaunch SEO - WebTechCon 2016
Website Relaunch SEO - WebTechCon 2016
 
Maggi Oyster - Relaunch - Draft Proposal (eBrand)
Maggi Oyster - Relaunch - Draft Proposal (eBrand)Maggi Oyster - Relaunch - Draft Proposal (eBrand)
Maggi Oyster - Relaunch - Draft Proposal (eBrand)
 
Relaunch Challenges and Learnings from a Product and UX Perspective
Relaunch Challenges and Learnings from a Product and UX PerspectiveRelaunch Challenges and Learnings from a Product and UX Perspective
Relaunch Challenges and Learnings from a Product and UX Perspective
 
Magazin-Relaunch bei Chefkoch
Magazin-Relaunch bei ChefkochMagazin-Relaunch bei Chefkoch
Magazin-Relaunch bei Chefkoch
 
Fun city relaunch-marketing strategy oct '09
Fun city   relaunch-marketing strategy oct '09Fun city   relaunch-marketing strategy oct '09
Fun city relaunch-marketing strategy oct '09
 
Onida relaunch strategies
Onida relaunch strategiesOnida relaunch strategies
Onida relaunch strategies
 
Product launch proposal
Product launch proposalProduct launch proposal
Product launch proposal
 
Marketing relaunch-of-nestle-lemo-and-malta-drink
Marketing relaunch-of-nestle-lemo-and-malta-drinkMarketing relaunch-of-nestle-lemo-and-malta-drink
Marketing relaunch-of-nestle-lemo-and-malta-drink
 
Toshiba India Brand Relaunch
Toshiba India Brand RelaunchToshiba India Brand Relaunch
Toshiba India Brand Relaunch
 
Duracell Relaunch Rechargeable Strategy in the Spanish Market
Duracell Relaunch Rechargeable Strategy in the Spanish MarketDuracell Relaunch Rechargeable Strategy in the Spanish Market
Duracell Relaunch Rechargeable Strategy in the Spanish Market
 
Lessons learnt from the FontShop site relaunch
Lessons learnt from the FontShop site relaunchLessons learnt from the FontShop site relaunch
Lessons learnt from the FontShop site relaunch
 
Relaunch strategy of Cadbury's Picnic
Relaunch strategy of Cadbury's PicnicRelaunch strategy of Cadbury's Picnic
Relaunch strategy of Cadbury's Picnic
 

Similar to Salesforce.com Relaunch Featuring Customer Success Story From Aon

Delivering a Strategic and Delightful User Experience
Delivering a Strategic and Delightful User ExperienceDelivering a Strategic and Delightful User Experience
Delivering a Strategic and Delightful User Experience
William Newman
 
Your Digital Finance Transformation Journey
Your Digital Finance Transformation JourneyYour Digital Finance Transformation Journey
Your Digital Finance Transformation Journey
Workday, Inc.
 
Balancing Success Priorities at a Startup
Balancing Success Priorities at a Startup Balancing Success Priorities at a Startup
Balancing Success Priorities at a Startup
Gainsight
 
Automating Account Reconciliations to Mitigate Compliance Risk
Automating Account Reconciliations to Mitigate Compliance RiskAutomating Account Reconciliations to Mitigate Compliance Risk
Automating Account Reconciliations to Mitigate Compliance Risk
Proformative, Inc.
 
How Mozy Uses Gainsight for Collections and Billing
How Mozy Uses Gainsight for Collections and BillingHow Mozy Uses Gainsight for Collections and Billing
How Mozy Uses Gainsight for Collections and Billing
Gainsight
 
Confidence in Financial Control with ACL
Confidence in Financial Control with ACLConfidence in Financial Control with ACL
Confidence in Financial Control with ACL
Dan French
 
Tally.erp 9 auditors edition
Tally.erp 9   auditors editionTally.erp 9   auditors edition
Tally.erp 9 auditors edition
Shisana
 
Rethinking Segregation of Duties: Where Is Your Business Most Exposed?
Rethinking Segregation of Duties: Where Is Your Business Most Exposed?Rethinking Segregation of Duties: Where Is Your Business Most Exposed?
Rethinking Segregation of Duties: Where Is Your Business Most Exposed?
SAPinsider Events
 
Who Does What, When, and How for a Divestiture?
Who Does What, When, and How for a Divestiture?Who Does What, When, and How for a Divestiture?
Who Does What, When, and How for a Divestiture?
eprentise
 
Strategic Value Assessment
Strategic Value Assessment Strategic Value Assessment
Strategic Value Assessment
Global Creative Group, Inc
 
The World of Agility
The World of Agility The World of Agility
The World of Agility
Salesforce Partners
 
D Siva Sumanth_Resume
D Siva Sumanth_ResumeD Siva Sumanth_Resume
D Siva Sumanth_ResumeSiva Sumanth
 
The Business of Flow - Point and Click Workflow Applications
The Business of Flow - Point and Click Workflow ApplicationsThe Business of Flow - Point and Click Workflow Applications
The Business of Flow - Point and Click Workflow Applications
Dreamforce
 
Amplio Group Introductory Presentation 2019
Amplio Group Introductory Presentation 2019Amplio Group Introductory Presentation 2019
Amplio Group Introductory Presentation 2019
Michael Van Luven
 
Build Apps Fast with Lightning Components from Apttus
Build Apps Fast with Lightning Components from ApttusBuild Apps Fast with Lightning Components from Apttus
Build Apps Fast with Lightning Components from Apttus
Dreamforce
 
Usage Trend Reporting
Usage Trend Reporting Usage Trend Reporting
Usage Trend Reporting
Gainsight
 
Investor meeting june 8 2015
Investor meeting june 8 2015Investor meeting june 8 2015
Investor meeting june 8 2015
Internap
 
jerry.metcalf.102516.pptx
jerry.metcalf.102516.pptxjerry.metcalf.102516.pptx
jerry.metcalf.102516.pptx
titatis74
 
15- Imple_Receivables.pptx
15- Imple_Receivables.pptx15- Imple_Receivables.pptx
15- Imple_Receivables.pptx
Maqbulhusen
 
BSI Software - Client Presentation 2015
BSI Software - Client Presentation 2015BSI Software - Client Presentation 2015
BSI Software - Client Presentation 2015Ross Wood
 

Similar to Salesforce.com Relaunch Featuring Customer Success Story From Aon (20)

Delivering a Strategic and Delightful User Experience
Delivering a Strategic and Delightful User ExperienceDelivering a Strategic and Delightful User Experience
Delivering a Strategic and Delightful User Experience
 
Your Digital Finance Transformation Journey
Your Digital Finance Transformation JourneyYour Digital Finance Transformation Journey
Your Digital Finance Transformation Journey
 
Balancing Success Priorities at a Startup
Balancing Success Priorities at a Startup Balancing Success Priorities at a Startup
Balancing Success Priorities at a Startup
 
Automating Account Reconciliations to Mitigate Compliance Risk
Automating Account Reconciliations to Mitigate Compliance RiskAutomating Account Reconciliations to Mitigate Compliance Risk
Automating Account Reconciliations to Mitigate Compliance Risk
 
How Mozy Uses Gainsight for Collections and Billing
How Mozy Uses Gainsight for Collections and BillingHow Mozy Uses Gainsight for Collections and Billing
How Mozy Uses Gainsight for Collections and Billing
 
Confidence in Financial Control with ACL
Confidence in Financial Control with ACLConfidence in Financial Control with ACL
Confidence in Financial Control with ACL
 
Tally.erp 9 auditors edition
Tally.erp 9   auditors editionTally.erp 9   auditors edition
Tally.erp 9 auditors edition
 
Rethinking Segregation of Duties: Where Is Your Business Most Exposed?
Rethinking Segregation of Duties: Where Is Your Business Most Exposed?Rethinking Segregation of Duties: Where Is Your Business Most Exposed?
Rethinking Segregation of Duties: Where Is Your Business Most Exposed?
 
Who Does What, When, and How for a Divestiture?
Who Does What, When, and How for a Divestiture?Who Does What, When, and How for a Divestiture?
Who Does What, When, and How for a Divestiture?
 
Strategic Value Assessment
Strategic Value Assessment Strategic Value Assessment
Strategic Value Assessment
 
The World of Agility
The World of Agility The World of Agility
The World of Agility
 
D Siva Sumanth_Resume
D Siva Sumanth_ResumeD Siva Sumanth_Resume
D Siva Sumanth_Resume
 
The Business of Flow - Point and Click Workflow Applications
The Business of Flow - Point and Click Workflow ApplicationsThe Business of Flow - Point and Click Workflow Applications
The Business of Flow - Point and Click Workflow Applications
 
Amplio Group Introductory Presentation 2019
Amplio Group Introductory Presentation 2019Amplio Group Introductory Presentation 2019
Amplio Group Introductory Presentation 2019
 
Build Apps Fast with Lightning Components from Apttus
Build Apps Fast with Lightning Components from ApttusBuild Apps Fast with Lightning Components from Apttus
Build Apps Fast with Lightning Components from Apttus
 
Usage Trend Reporting
Usage Trend Reporting Usage Trend Reporting
Usage Trend Reporting
 
Investor meeting june 8 2015
Investor meeting june 8 2015Investor meeting june 8 2015
Investor meeting june 8 2015
 
jerry.metcalf.102516.pptx
jerry.metcalf.102516.pptxjerry.metcalf.102516.pptx
jerry.metcalf.102516.pptx
 
15- Imple_Receivables.pptx
15- Imple_Receivables.pptx15- Imple_Receivables.pptx
15- Imple_Receivables.pptx
 
BSI Software - Client Presentation 2015
BSI Software - Client Presentation 2015BSI Software - Client Presentation 2015
BSI Software - Client Presentation 2015
 

More from Rightpoint

Design & Development For The 2020s
Design & Development For The 2020sDesign & Development For The 2020s
Design & Development For The 2020s
Rightpoint
 
The Human Customer
The Human CustomerThe Human Customer
The Human Customer
Rightpoint
 
Delivering An Impactful Employee Engagement Solution Featuring Aon's Success ...
Delivering An Impactful Employee Engagement Solution Featuring Aon's Success ...Delivering An Impactful Employee Engagement Solution Featuring Aon's Success ...
Delivering An Impactful Employee Engagement Solution Featuring Aon's Success ...
Rightpoint
 
Infographic: Digital Maker Movement
Infographic: Digital Maker MovementInfographic: Digital Maker Movement
Infographic: Digital Maker Movement
Rightpoint
 
6 Fundamentals of a Successful Salesforce.com Community Platform
6 Fundamentals of a Successful Salesforce.com Community Platform6 Fundamentals of a Successful Salesforce.com Community Platform
6 Fundamentals of a Successful Salesforce.com Community Platform
Rightpoint
 
The Human Customer: B2B's Great Migration to Customer Experience in Digital
The Human Customer: B2B's Great Migration to Customer Experience in DigitalThe Human Customer: B2B's Great Migration to Customer Experience in Digital
The Human Customer: B2B's Great Migration to Customer Experience in Digital
Rightpoint
 
Leveraging Microsoft Power BI To Support Enterprise Business Intelligence
Leveraging Microsoft Power BI To Support Enterprise Business IntelligenceLeveraging Microsoft Power BI To Support Enterprise Business Intelligence
Leveraging Microsoft Power BI To Support Enterprise Business Intelligence
Rightpoint
 
Enterprise Collaboration Change Management: 5 Tips To Ensure Success
Enterprise Collaboration Change Management: 5 Tips To Ensure SuccessEnterprise Collaboration Change Management: 5 Tips To Ensure Success
Enterprise Collaboration Change Management: 5 Tips To Ensure Success
Rightpoint
 
The UX + Design Process for Salesforce.com Communities
The UX + Design Process for Salesforce.com CommunitiesThe UX + Design Process for Salesforce.com Communities
The UX + Design Process for Salesforce.com Communities
Rightpoint
 
Modern Marketing Analytics In The Age Of The Internet, Cloud & Social Media
Modern Marketing Analytics In The Age Of The Internet, Cloud & Social MediaModern Marketing Analytics In The Age Of The Internet, Cloud & Social Media
Modern Marketing Analytics In The Age Of The Internet, Cloud & Social Media
Rightpoint
 
Why Customer Journey Mapping?
Why Customer Journey Mapping?Why Customer Journey Mapping?
Why Customer Journey Mapping?
Rightpoint
 
One Size Doesn't Fit All: Selecting The Right Mobile Strategy
One Size Doesn't Fit All: Selecting The Right Mobile StrategyOne Size Doesn't Fit All: Selecting The Right Mobile Strategy
One Size Doesn't Fit All: Selecting The Right Mobile Strategy
Rightpoint
 

More from Rightpoint (12)

Design & Development For The 2020s
Design & Development For The 2020sDesign & Development For The 2020s
Design & Development For The 2020s
 
The Human Customer
The Human CustomerThe Human Customer
The Human Customer
 
Delivering An Impactful Employee Engagement Solution Featuring Aon's Success ...
Delivering An Impactful Employee Engagement Solution Featuring Aon's Success ...Delivering An Impactful Employee Engagement Solution Featuring Aon's Success ...
Delivering An Impactful Employee Engagement Solution Featuring Aon's Success ...
 
Infographic: Digital Maker Movement
Infographic: Digital Maker MovementInfographic: Digital Maker Movement
Infographic: Digital Maker Movement
 
6 Fundamentals of a Successful Salesforce.com Community Platform
6 Fundamentals of a Successful Salesforce.com Community Platform6 Fundamentals of a Successful Salesforce.com Community Platform
6 Fundamentals of a Successful Salesforce.com Community Platform
 
The Human Customer: B2B's Great Migration to Customer Experience in Digital
The Human Customer: B2B's Great Migration to Customer Experience in DigitalThe Human Customer: B2B's Great Migration to Customer Experience in Digital
The Human Customer: B2B's Great Migration to Customer Experience in Digital
 
Leveraging Microsoft Power BI To Support Enterprise Business Intelligence
Leveraging Microsoft Power BI To Support Enterprise Business IntelligenceLeveraging Microsoft Power BI To Support Enterprise Business Intelligence
Leveraging Microsoft Power BI To Support Enterprise Business Intelligence
 
Enterprise Collaboration Change Management: 5 Tips To Ensure Success
Enterprise Collaboration Change Management: 5 Tips To Ensure SuccessEnterprise Collaboration Change Management: 5 Tips To Ensure Success
Enterprise Collaboration Change Management: 5 Tips To Ensure Success
 
The UX + Design Process for Salesforce.com Communities
The UX + Design Process for Salesforce.com CommunitiesThe UX + Design Process for Salesforce.com Communities
The UX + Design Process for Salesforce.com Communities
 
Modern Marketing Analytics In The Age Of The Internet, Cloud & Social Media
Modern Marketing Analytics In The Age Of The Internet, Cloud & Social MediaModern Marketing Analytics In The Age Of The Internet, Cloud & Social Media
Modern Marketing Analytics In The Age Of The Internet, Cloud & Social Media
 
Why Customer Journey Mapping?
Why Customer Journey Mapping?Why Customer Journey Mapping?
Why Customer Journey Mapping?
 
One Size Doesn't Fit All: Selecting The Right Mobile Strategy
One Size Doesn't Fit All: Selecting The Right Mobile StrategyOne Size Doesn't Fit All: Selecting The Right Mobile Strategy
One Size Doesn't Fit All: Selecting The Right Mobile Strategy
 

Recently uploaded

Securing your Kubernetes cluster_ a step-by-step guide to success !
Securing your Kubernetes cluster_ a step-by-step guide to success !Securing your Kubernetes cluster_ a step-by-step guide to success !
Securing your Kubernetes cluster_ a step-by-step guide to success !
KatiaHIMEUR1
 
Connector Corner: Automate dynamic content and events by pushing a button
Connector Corner: Automate dynamic content and events by pushing a buttonConnector Corner: Automate dynamic content and events by pushing a button
Connector Corner: Automate dynamic content and events by pushing a button
DianaGray10
 
JMeter webinar - integration with InfluxDB and Grafana
JMeter webinar - integration with InfluxDB and GrafanaJMeter webinar - integration with InfluxDB and Grafana
JMeter webinar - integration with InfluxDB and Grafana
RTTS
 
FIDO Alliance Osaka Seminar: Overview.pdf
FIDO Alliance Osaka Seminar: Overview.pdfFIDO Alliance Osaka Seminar: Overview.pdf
FIDO Alliance Osaka Seminar: Overview.pdf
FIDO Alliance
 
Essentials of Automations: Optimizing FME Workflows with Parameters
Essentials of Automations: Optimizing FME Workflows with ParametersEssentials of Automations: Optimizing FME Workflows with Parameters
Essentials of Automations: Optimizing FME Workflows with Parameters
Safe Software
 
When stars align: studies in data quality, knowledge graphs, and machine lear...
When stars align: studies in data quality, knowledge graphs, and machine lear...When stars align: studies in data quality, knowledge graphs, and machine lear...
When stars align: studies in data quality, knowledge graphs, and machine lear...
Elena Simperl
 
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...
Jeffrey Haguewood
 
UiPath Test Automation using UiPath Test Suite series, part 3
UiPath Test Automation using UiPath Test Suite series, part 3UiPath Test Automation using UiPath Test Suite series, part 3
UiPath Test Automation using UiPath Test Suite series, part 3
DianaGray10
 
Unsubscribed: Combat Subscription Fatigue With a Membership Mentality by Head...
Unsubscribed: Combat Subscription Fatigue With a Membership Mentality by Head...Unsubscribed: Combat Subscription Fatigue With a Membership Mentality by Head...
Unsubscribed: Combat Subscription Fatigue With a Membership Mentality by Head...
Product School
 
To Graph or Not to Graph Knowledge Graph Architectures and LLMs
To Graph or Not to Graph Knowledge Graph Architectures and LLMsTo Graph or Not to Graph Knowledge Graph Architectures and LLMs
To Graph or Not to Graph Knowledge Graph Architectures and LLMs
Paul Groth
 
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024
Tobias Schneck
 
UiPath Test Automation using UiPath Test Suite series, part 4
UiPath Test Automation using UiPath Test Suite series, part 4UiPath Test Automation using UiPath Test Suite series, part 4
UiPath Test Automation using UiPath Test Suite series, part 4
DianaGray10
 
Accelerate your Kubernetes clusters with Varnish Caching
Accelerate your Kubernetes clusters with Varnish CachingAccelerate your Kubernetes clusters with Varnish Caching
Accelerate your Kubernetes clusters with Varnish Caching
Thijs Feryn
 
PCI PIN Basics Webinar from the Controlcase Team
PCI PIN Basics Webinar from the Controlcase TeamPCI PIN Basics Webinar from the Controlcase Team
PCI PIN Basics Webinar from the Controlcase Team
ControlCase
 
FIDO Alliance Osaka Seminar: The WebAuthn API and Discoverable Credentials.pdf
FIDO Alliance Osaka Seminar: The WebAuthn API and Discoverable Credentials.pdfFIDO Alliance Osaka Seminar: The WebAuthn API and Discoverable Credentials.pdf
FIDO Alliance Osaka Seminar: The WebAuthn API and Discoverable Credentials.pdf
FIDO Alliance
 
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdfSmart TV Buyer Insights Survey 2024 by 91mobiles.pdf
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf
91mobiles
 
Epistemic Interaction - tuning interfaces to provide information for AI support
Epistemic Interaction - tuning interfaces to provide information for AI supportEpistemic Interaction - tuning interfaces to provide information for AI support
Epistemic Interaction - tuning interfaces to provide information for AI support
Alan Dix
 
DevOps and Testing slides at DASA Connect
DevOps and Testing slides at DASA ConnectDevOps and Testing slides at DASA Connect
DevOps and Testing slides at DASA Connect
Kari Kakkonen
 
State of ICS and IoT Cyber Threat Landscape Report 2024 preview
State of ICS and IoT Cyber Threat Landscape Report 2024 previewState of ICS and IoT Cyber Threat Landscape Report 2024 preview
State of ICS and IoT Cyber Threat Landscape Report 2024 preview
Prayukth K V
 
FIDO Alliance Osaka Seminar: Passkeys and the Road Ahead.pdf
FIDO Alliance Osaka Seminar: Passkeys and the Road Ahead.pdfFIDO Alliance Osaka Seminar: Passkeys and the Road Ahead.pdf
FIDO Alliance Osaka Seminar: Passkeys and the Road Ahead.pdf
FIDO Alliance
 

Recently uploaded (20)

Securing your Kubernetes cluster_ a step-by-step guide to success !
Securing your Kubernetes cluster_ a step-by-step guide to success !Securing your Kubernetes cluster_ a step-by-step guide to success !
Securing your Kubernetes cluster_ a step-by-step guide to success !
 
Connector Corner: Automate dynamic content and events by pushing a button
Connector Corner: Automate dynamic content and events by pushing a buttonConnector Corner: Automate dynamic content and events by pushing a button
Connector Corner: Automate dynamic content and events by pushing a button
 
JMeter webinar - integration with InfluxDB and Grafana
JMeter webinar - integration with InfluxDB and GrafanaJMeter webinar - integration with InfluxDB and Grafana
JMeter webinar - integration with InfluxDB and Grafana
 
FIDO Alliance Osaka Seminar: Overview.pdf
FIDO Alliance Osaka Seminar: Overview.pdfFIDO Alliance Osaka Seminar: Overview.pdf
FIDO Alliance Osaka Seminar: Overview.pdf
 
Essentials of Automations: Optimizing FME Workflows with Parameters
Essentials of Automations: Optimizing FME Workflows with ParametersEssentials of Automations: Optimizing FME Workflows with Parameters
Essentials of Automations: Optimizing FME Workflows with Parameters
 
When stars align: studies in data quality, knowledge graphs, and machine lear...
When stars align: studies in data quality, knowledge graphs, and machine lear...When stars align: studies in data quality, knowledge graphs, and machine lear...
When stars align: studies in data quality, knowledge graphs, and machine lear...
 
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...
 
UiPath Test Automation using UiPath Test Suite series, part 3
UiPath Test Automation using UiPath Test Suite series, part 3UiPath Test Automation using UiPath Test Suite series, part 3
UiPath Test Automation using UiPath Test Suite series, part 3
 
Unsubscribed: Combat Subscription Fatigue With a Membership Mentality by Head...
Unsubscribed: Combat Subscription Fatigue With a Membership Mentality by Head...Unsubscribed: Combat Subscription Fatigue With a Membership Mentality by Head...
Unsubscribed: Combat Subscription Fatigue With a Membership Mentality by Head...
 
To Graph or Not to Graph Knowledge Graph Architectures and LLMs
To Graph or Not to Graph Knowledge Graph Architectures and LLMsTo Graph or Not to Graph Knowledge Graph Architectures and LLMs
To Graph or Not to Graph Knowledge Graph Architectures and LLMs
 
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024
 
UiPath Test Automation using UiPath Test Suite series, part 4
UiPath Test Automation using UiPath Test Suite series, part 4UiPath Test Automation using UiPath Test Suite series, part 4
UiPath Test Automation using UiPath Test Suite series, part 4
 
Accelerate your Kubernetes clusters with Varnish Caching
Accelerate your Kubernetes clusters with Varnish CachingAccelerate your Kubernetes clusters with Varnish Caching
Accelerate your Kubernetes clusters with Varnish Caching
 
PCI PIN Basics Webinar from the Controlcase Team
PCI PIN Basics Webinar from the Controlcase TeamPCI PIN Basics Webinar from the Controlcase Team
PCI PIN Basics Webinar from the Controlcase Team
 
FIDO Alliance Osaka Seminar: The WebAuthn API and Discoverable Credentials.pdf
FIDO Alliance Osaka Seminar: The WebAuthn API and Discoverable Credentials.pdfFIDO Alliance Osaka Seminar: The WebAuthn API and Discoverable Credentials.pdf
FIDO Alliance Osaka Seminar: The WebAuthn API and Discoverable Credentials.pdf
 
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdfSmart TV Buyer Insights Survey 2024 by 91mobiles.pdf
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf
 
Epistemic Interaction - tuning interfaces to provide information for AI support
Epistemic Interaction - tuning interfaces to provide information for AI supportEpistemic Interaction - tuning interfaces to provide information for AI support
Epistemic Interaction - tuning interfaces to provide information for AI support
 
DevOps and Testing slides at DASA Connect
DevOps and Testing slides at DASA ConnectDevOps and Testing slides at DASA Connect
DevOps and Testing slides at DASA Connect
 
State of ICS and IoT Cyber Threat Landscape Report 2024 preview
State of ICS and IoT Cyber Threat Landscape Report 2024 previewState of ICS and IoT Cyber Threat Landscape Report 2024 preview
State of ICS and IoT Cyber Threat Landscape Report 2024 preview
 
FIDO Alliance Osaka Seminar: Passkeys and the Road Ahead.pdf
FIDO Alliance Osaka Seminar: Passkeys and the Road Ahead.pdfFIDO Alliance Osaka Seminar: Passkeys and the Road Ahead.pdf
FIDO Alliance Osaka Seminar: Passkeys and the Road Ahead.pdf
 

Salesforce.com Relaunch Featuring Customer Success Story From Aon

  • 1. © 2015 Rightpoint Consulting LLC. All Rights Reserved Salesforce Relaunch FEATURING CUSTOMER SUCCESS STORY FROM
  • 2. © 2015 Rightpoint Consulting LLC. All Rights Reserved Introductions 2 Luke Hitpas Senior Salesforce Consultant, Rightpoint Heather Schreiber IT Senior Application Development Manager, Aon
  • 3. © 2015 Rightpoint Consulting LLC. All Rights Reserved 3 • Introductions • Overview of how Aon uses Salesforce • Aon Salesforce Relaunch ‣ Why we were in need of a relaunch ‣ How we got started ‣ Guiding principles ‣ Best practices ‣ Lessons learned • Q&A • Happy Hour & Hors D'oeuvres Agenda
  • 4. © 2015 Rightpoint Consulting LLC. All Rights Reserved 4 • Aon has multiple Salesforce instances with Aon Risk Services (ARS) and Aon Hewitt being the largest • Aon utilizes Salesforce for: ‣ Pipeline Management ‣ Client Promise ‣ Aon Choice ‣ Proposal Requests ‣ Campaign Management • ARS Instance alone supports 7,000+ users in 85 countries ‣ Advanced Currency Management ‣ Five Supported Languages Overview of how Aon uses Salesforce
  • 5. © 2015 Rightpoint Consulting LLC. All Rights Reserved 5 Why the need for a Relaunch
  • 6. © 2015 Rightpoint Consulting LLC. All Rights Reserved 6 • Aon started using Salesforce in 2006 and over time, lack of governance resulted in disparate processes across regions and countries. • To support these individual processes, ARS Salesforce resulted in: 375 Profiles down to 10 1,868 Roles down to 200 415+ Sharing Rules down to 90 48 Opportunities Record Types down to 5 465 Custom Fields Accounts down to 80 154 Custom Fields Contacts down to 50 241 Custom Fields Opportunities down to 30 50+ Total Page Layouts down to 7 85 Price Books down to 1 700 Products down to 200
  • 7. © 2015 Rightpoint Consulting LLC. All Rights Reserved How we got started 7
  • 8. © 2015 Rightpoint Consulting LLC. All Rights Reserved 8 • In November, 2013 a governance council was formed. ‣ Regional leads from United States, Canada, LATAM, APAC, and EMEA ‣ Weekly meetings scheduled to gather requirements and discuss decisions ‣ It was decided to relaunch the current ARS org vs. starting over in a new org (phased approach vs. big bang) • Guiding principles were established for how we oversee and manage the process/system
  • 9. © 2015 Rightpoint Consulting LLC. All Rights Reserved 9 Just because you can doesn’t mean you should. Make global sustainable decisions consistent with our Vision. Maximize the value of Salesforce as a knowledge sharing and collaboration tool for colleagues to expand and improve the distinctive client value we bring to clients and future clients. Avoid code customization of systems except where there is a clear short and long term economic benefit. Optimize the user experience and value – keep it simple. Until the Sales Machine and Salesforce becomes fully implemented all cost allocations should encourage rather than discourage proper and consistent use. Principles to guide decisions
  • 10. © 2015 Rightpoint Consulting LLC. All Rights Reserved 10 Absolute ‘cabinet solidarity’ – complete support for decisions made by the council. Our behaviors Absolute agreement on the E2E sales process and the core sub-processes.
  • 11. © 2015 Rightpoint Consulting LLC. All Rights Reserved The way we oversee and manage the process 11
  • 12. © 2015 Rightpoint Consulting LLC. All Rights Reserved 12 • All new requests require business justification and review/approval by the governance council. These include but are not limited to: ‣ New fields ‣ New picklist values ‣ New validation rules ‣ New workflows ‣ New coding requirements • Approval guideline: Is the request in the spirit of the ARS relaunch efforts? ‣ Simplification of the system ‣ Enhanced end user experience ‣ Out of box functionality ‣ Supports consistent reporting • This process was designed to challenge business users on their requests and to ensure that each request is analyzed and not just implemented upon request
  • 13. © 2015 Rightpoint Consulting LLC. All Rights Reserved Analysis of all current state functionality 13
  • 14. © 2015 Rightpoint Consulting LLC. All Rights Reserved Security 14 • Current state security (OWD’s) were private for Accounts, Contacts, & Opportunities ‣ This resulted in a very high number of duplicate records • Future state security opened visibility to all Accounts/Contacts and Opportunities are shared within each country. Fields • Field Trip • Panaya ChangeGuru • Agree upon global fields, labels, help text, and overall taxonomy
  • 15. © 2015 Rightpoint Consulting LLC. All Rights Reserved Code 15 • Analysis and clean-up to ensure code coverage is sufficient for deployment ‣ Many configuration changes we were making lowered code coverage • Review current code to see if out of the box functionality could be used instead Workflows and Validations • Full review and analysis of current state and/or modifications to support new requirements
  • 16. © 2015 Rightpoint Consulting LLC. All Rights Reserved Recommendations and Approach 16 • After we completed our initial analysis, we made recommendations and presented options to the governance council via demonstrations and POC’s • Some of the recommendations included: ‣ Global page layouts for Accounts, Contacts, and Opportunities ‣ New Opportunity record types which included: ‣ Auto opportunity renewal creation ‣ Jeopardy tracking ‣ Global Programs (with revenue splits across Accounts) • One global Price Book • One global Product list • Out of the box revenue scheduler • Restructure how data is entered to remove inefficiencies ‣ Account ID’s (75 fields) ‣ Local Segmentation (40 fields) ‣ Publications (30 fields) ‣ Competitors (20 fields) • Standardized global reports and older structure
  • 17. © 2015 Rightpoint Consulting LLC. All Rights Reserved 17 • Centralized account creation team • User onboarding team • Turn off all outbound emails • When to use permission sets vs. profiles • Unicode 8 for data loads (special characters) • No such thing as too much communication • Host Q&A sessions with end users • Train the trainer • Review system permissions (Export rights, Account creation, User onboarding) • Perform a test deployment well in advance • Establishing best practices for making changes in multiple sandboxes Best Practices
  • 18. © 2015 Rightpoint Consulting LLC. All Rights Reserved Lessons Learned 18 • Turn off all sharing rules before migrating • User updates • Regression test • Need requirements sign off well in advance • Need strong change management process • Integration support • Folder sharing due to Security/Role changes