OVERVIEW

ABB is a Swiss-Swedish multinational company operating mainly in robotics, power, heavy electrical equipment, and automation technology industries in over a 100 countries. ABB, a key strategic customer for Salesforce is utilizing Salesforce’s Customer 360 platforms across its sales, service, field service, and marketing departments. Their Dutch office located in Delft, in charge of development and support of electric charging stations and electrical hardwares resorted to our services in view of developing a more scalable Salesforce environment, which had become difficult to manage and leverage.

ABB called out for Salesforce expertise as an increasing need for system administration was identified as well the need for more transparency to measure and scale adequately success and performance, particularly regarding their product support services. Their Salesforce environment gathered a high level of customization for users and tasks, added on over the years. This in turn, created an overly sophisticated system. This consequently made it difficult to gain an end-to-end overview of the business processes and cases resolution. 

 

 

CHALLENGES OUTLINED:

 

 

  • Need for general administrative support, process documentation and guidance

Having no admin support resulted in several challenges such as:

– Making the org scalable and future-proof

– Documenting the business processes in a systematic way

– Getting clear guidance on solutions and integrations to best manage their environment

  • Lack of clarity of the overall performance measurements.
  • Individually accumulated customizations of the system

Customizations accumulated over time made it increasingly difficult to administrate the systems

 

 

In addition to this, the discovery phase run by our consultants revealed the need for additional attention to cover underlying downfalls including:

 

  • Outdated version of the interface

The classic version of the interface was still in use, meaning that the employees could not benefit from the evolutive aspect with the Lightning interface that allows for increased productivity

  • Outdated version of products

The apps were also due for an update to benefit from improved functionalities and better integrations (i.e. Portals and Solutions, which moved to Community and Knowledge)

  • Pitfalls in data security and user access

Numerous profiles rendered user management tedious and not scalable

Upgraded all external users to newer licenses in preparation for transition from Portals to Communities

 

 

 

SOLUTIONS

 

 

  • Update of the interface to Salesforce Lightning

We migrated their systems from Salesforce Classic to Salesforce Lightning so that ABB could benefit from the use of the newest features the platform offers

  • Update of products across the org

Our consultants proceed to the update of Portal to Community Cloud the org. As compared to Portals, Community is fully supported, scalable, modular and user-friendly interface for external users (partners, customers, etc).

  • Creation of an API 

To manage requests for support that cannot be handled by the partner service organizations and consequently reducing manual work and filter out work. 

  • Improvement of data security and access 

Following best practices, our consultants implemented solutions to manage data secutiry and access in the org

  • Streamlined process for evaluating new features and requests
  • Implementation and deployment of upgrades and new solutions to address requests from the country service organization 
  • Creation of business process records

Our consultants documented all of ABB’s business processes using Elements.cloud

 

ABB Salesforce

 

BENEFITS GAINED: 

 

  • Increase in productivity

Users, administrators and executives can now access features that were restricted to Salesforce Lightning, which in turns permits an increase in productivity. These features notably include – but not are not limited to – Lighting Flows, Lightning Components, etc.

  • Better connection with partners’ systems

ABB’s Salesforce instance can now align with any customer’s ticketing system with a system-agnostic connectivity.

  • Enhanced efficiency of development

The ABB support team can now assist with support requests in a more efficient and streamlined manner.

  • Improved success measurements

Thanks to the implementation of the API, the ABB office can track in a more systematic way the support requests that customers send to them.

  • Outsource Salesforce Administration

Finally, the full documentation of the Salesforce org implemented, the service team can now solely focus on serving the customer instead of having to go out of their way with Salesforce administration tasks.

        (image credits: https://www.grapevinevc.com/environments/)