Salesforce Managed Services for Virtana
Headquarters
Palo Alto, California
Industry
High-tech, digital infrastructure management
Employees
150+ worldwide
Key challenges we addressed
Out-Of-Date Features
A legacy org started in 2011 containing many outdated features and code no longer in use. A long backlog of new items that required implementation.
Support Improvement
A long Salesforce support ticket resolution time and a long list of issues to look after needed immediate attention.
Wide Range of Expertise
A need for many different Salesforce skills delivered at once: admins, developers, architects, and consultants across CPQ, Sales Cloud, reporting, dashboards, and integrations.
User Resistance
Low user adoption caused by issues with the current solution: sales employees preferred to use Excel rather than Salesforce.
Comprehensive Managed Services Partnership
Together with Virtana’s team, we built a strong relationship based on trust and common standards. We focused on support ticket resolution time and managing day-to-day Salesforce operations.
We cleaned up the org and prepared it for future development by implementing CI/CD processes, coding standards, and prioritised task management to ensure stable growth and increased user adoption.
Our Approach and Solution
Initial Audit
A comprehensive audit of the current org state including security settings, critical updates, license overview and usage, user adoption analysis to understand which users don’t log in and why, and many others.
Basic Improvements
In parallel, we dealt with the most severe bugs and urgent configuration needs such as reports and dashboards. After the first few months, the org was ready for new development and integrations.
Implementing Best Practices
We implemented a stable CI/CD process and coding standards to ensure all new functionalities would be done according to the industry’s best practices.
Prioritised Task Assignment
Working closely with the operations team to ensure everything is prioritised and we focus on the most important tasks first for maximum impact.
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What we achieved
Responsive IT Team
A reliable team that can react fast, acting like an internal IT department to bring stability and increase user satisfaction across the organisation.
Business Plan for Growth
Creation of a business continuity plan with short-, mid-, and long-term priorities to ensure stable growth and increase user adoption.
Prioritised Maintenance
Strong focus on current maintenance and bug fixing, preparing the org for future development with clean code and stable infrastructure.
What the client said.
Nothing short of amazing
The Think Beyond team has been nothing short of amazing when it comes to delivering continuous Salesforce support. I am constantly impressed by their responsiveness, expertise, and attention to detail. They have gone above and beyond to ensure that our Salesforce instance is optimized for our business needs.
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