Case Study
Amplifying Veolia’s ability to achieve impact
The Backstory.
Veolia had been using Salesforce in the UK and Ireland since 2014.
Over the following years a variety of different Salesforce platforms had been incorporated into Veolia’s system architecture. Each platform had been built to different standards, with differing data models and approaches to development.
Priority had been given to short term fixes over change that would create a system for the long-term, able to evolve alongside Veolia’s growth and strategic initiatives.
The result was a system which had accrued significant technical debt from existing problems and was unable to efficiently change to meet new requirements.
The Brief.
Implement a greenfield Salesforce platform using core products and architecture. Utilise standard and out-of-the-box functionality to allow for the implementation of new requirements and features in a more time and cost-effective way.
Understanding the problems.
Programme:
The complexity of the build had led to a reliance on 3rd parties and external developers, exposing Veolia to programme risk.
In addition there was limited visibility across different projects and delivery areas. The lack of visibility made it difficult to prioritise effectively and to build a roadmap aligned to Veolia’s strategic vision.
Systems:
The existing platform was made up of complex, custom development. This technical approach meant Veolia were unable to benefit from ongoing Salesforce releases and product updates; while iterative changes to the platform were slow to implement.
Users:
Veolia’s previous Salesforce platform saw users operating in different ways across teams. There were also issues with data quality, including a lack of insight into key accounts, Veolia did not benefit from a Single Customer View. Finally, there was a lack of automation and integration within the system, adding to manual process and inefficiency for users.
Delivering the solution
Programme:
We introduced our Amplify methodology to deliver the Salesforce implementation project.
This approach provided clarity on roles & responsibilities, and ensured all project participants sat within defined project teams. A roadmap of clear requirements ensured that development was prioritised in alignment with Veolia strategic objectives.
Systems:
Our development philosophy focused on using standard, out-of-the-box features in the first instance. From this starting point, we extended functionality using AppExchange solutions and low-code, declarative development techniques. Where required, we used custom code to provide complex integrations and automation.
Users:
Core data was cleansed, allowing for a reliable Single Customer View across all of Veolia’s accounts. Where possible, processes in Salesforce were standardised across teams. We introduced key system integrations & automations, reducing the need to manually enter information.
