Enpal was faced with the challenge of implementing its entire customer and supplier management in Salesforce with as little code as possible.
The goal of the project was to connect the customer with all relevant internal and external service providers. In this way, all steps up to the finished rental solar system on the customer's roof should run as smoothly as possible. Several possible workflow processes were evaluated before the one with the best customer experience was implemented in the Salesforce Sales and Service Cloud. Interaction with the existing system architecture was not disrupted, and we used as little code as possible.
12
Monate
project duration
4
Salesforce Consultants (20 team members in total)
1
new unicorn on the market
The challenge?
How can we design the customer experience so that the customer rents his solar system from Enpal and not from the competition?
To bring the customer to Enpal, it is necessary to analyze exactly which steps in the customer experience are of great importance, which internal processes should be implemented based on this, and which areas can be transferred to the customer in a kind of "self-service". Based on this analysis, best-practice processes were created in the Salesforce Sales and Service Cloud and then implemented in a project lasting about a year.
"While developing the processes, we analyzed and contrasted both digital and analog touchpoints."
Phase 1: Define Salesforce Best Practice Processes
First, various optimization options were implemented on a test basis. The goal was to present the internal processes for renting a solar system at Enpal in a customer-friendly way. In addition, the internal organization was supported.
Finally, the best practice processes were selected for the next phase.
Phase 2: Salesforce Implementation
The defined processes were then implemented in Salesforce as part of an agile implementation project. This involved multiple teams (both external and internal) working in multiple environments in Salesforce to create the data model and implement the various processes and automations.
Phase 3: Connecting to the IT Landscape
An important step is the connection to the IT landscape. Together with Enpal, all internal and external systems were connected to the new Salesforce system during this phase.
Phase 4: Data Migration
A very large and often underestimated part of the project is the data migration from the legacy systems. At Enpal, we first used data mapping and migration middleware to map the data from the legacy systems to the new data model in Salesforce.
After careful testing, the data was transferred to the live Salesforce environment prior to go-live.
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