PARX: Service range

Premium quality – from analysis through to implementation

We offer 360-degree services based on the Salesforce platform.

Advisory services, process analysis and project management

We begin most of our projects with one to two scoping workshops as part of which we analyze your current situation together with you. This process consists of pre-defined steps which are applied as follows:

  • Getting to know you and your organization
  • Assessing your level of experience compared to similar projects
  • Understanding your Salesforce project goals and how they contribute to your strategy
  • Identifying current pain points, challenges and potential process improvements
  • Defining technical requirements to be fulfilled
  • Assessing the organizational structure and their readiness of the business units impacted by the project
  • Analysis of management information requirements and KPIs
  • Analyzing your sales processes: lead management, account management, contact management, activity management, opportunity management, quote & contract management
  • Analyzing your marketing processes: campaign management, budget control, target group definition, communication channels, newsletters etc.
  • Analyzing your service processes: categories, channels, case management (SLAs), knowledge base, asset management, responsibilities, customer portal etc.
  • Your IT infrastructure (Devices, Operating Systems)
  • Your data model
  • System landscape
  • Design specifications or CI/CD guidelines
  • Project management (deadlines, communication plan, reporting)
  • Training
  • Go-live
  • Your budget
  • Contractual matters and support

An experienced PARX business analyst, who is usually an expert in your industry, will help you identify and prioritize the processes to be improved and then assist you in formulating user stories based on these.

All the agreements and decisions made during the scoping workshops and subsequently during the course of the project are recorded. We then document and prioritize the results, before presenting them to the customer for final acceptance in the form of user stories.

Configuration & development

We configure Salesforce for you to map your business processes. Our experienced experts are able to efficiently adapt Salesforce in line with your needs, particularly because Salesforce operates flexibly in the cloud. Wherever possible, we use Salesforce Standard, which insures that all Salesforce updates are also being supported.

We will program any requirements that cannot be mapped using the Standard solution individually for you; this is based on either the Force.com platform or the Lightning Experience Design System. These are Salesforce platforms that are used to develop tailor-made applications, which can be seamlessly integrated into the Salesforce clouds. We can tailor these applications completely in line with your corporate design and program them to work on your preferred end device. This means it is also possible to create applications for your end customers, partners or internal teams. We also offer applications for mobile devices, which can then also be used offline.

More information on our development process

Technical design/system architecture

The aim of the technical design process is to define how the functions identified in the analysis phase are to be implemented. There are many different project parameters that can influence the technical design, the most important of which are the project budget and the timeline.

On the other hand, the technical design can also impact on the two parameters, especially if we identify that it is far more complex to implement certain requirements than was originally thought. This is why we often involve the technical architect during the analysis phase.

Process flow and individual steps in the technical design phase:

  • Technical design including high-level specifications for the implementation phase
  • Detailed cost estimate for the implementation phase
  • Presentation and final acceptance of the technical design and cost estimate
  • Output: Documentation of technical design, current project budget for the implementation phase, up-to-date project back-log

Data management & migration

Transferring your existing data into Salesforce often represents one of the more complex project steps. Our experienced migration specialists analyze your data structure, export the data sets and convert them to Salesforce-compatible sets. As part of this process, which is also referred to as «mapping», we decide which fields from your old CRM should be assigned to which fields in Salesforce. If required, we can check your data for duplicate entries and clean it up as necessary. We also offer services for enriching your data or checking it for uniform spelling. To increase user acceptance, it is worth spending a good amount of time cleaning up your data sets.

The cleansed data is then migrated for test purposes and checked for consistency. After all of these steps have been completed, the final data migration into Salesforce takes place.

Integration into ERP and other systems

In many cases, it is not only helpful, but necessary from a commercial perspective, to integrate third-party software into Salesforce. The various components making up your IT infrastructure must be able to communicate with each other without losing any data. This is a prerequisite for a properly functioning CRM system. To be successful in selling your products and services, you have to be able to seamlessly transfer data between company databases, ERP systems and other main sources containing customer information. When integrating third-party software (e.g. SAP, Oracle, Microsoft, Sage, Abacus, ProConcept) into Salesforce, the following aspects must be considered.

Testing, deployment, training & support

User acceptance tests (UATs)

A user acceptance test (UAT) is one of the most important parts of any project and cannot therefore be neglected. The UAT is usually carried by the customer with our assistance. A successfully completed UAT forms the basis for the customer accepting the implementation.

In order to define realistic expectations, we recommend defining the test scenarios and test cases for the acceptance test before the implementation phase. This then allows the test scenarios and test cases to be used for internal quality control purposes, which in turn significantly reduces the number of corrections and repeated tests.

The acceptance test can be carried out in one single block after the implementation phase, or on a step-by-step basis after each iteration has been completed. PARX recommends performing the UAT on a step-by-step basis for each iteration or as part of the subsequent iteration at the latest. Testing the implementation in this way offers a number of benefits:

  • Rapid feedback, which can be acted on straight away
  • Clear overview of the project’s progress
  • Involvement of key users and increase in system acceptance

Deployment

Making the implementation results available in the productive environment is called deployment. The deployment can be carried out in a single block after the implementation phase or on a step-by-step basis after each iteration has been completed. By making certain (self-contained) sub-functions available at an early stage, it is possible to significantly reduce the time to market.

The customer can decide whether and which functions should be deployed following a successful acceptance test.

Training

User training is absolutely essential when rolling out new software or expanding existing systems. Here it is important that the training does not focus solely on the functionalities of a system; it is much more important to present a new system within the context of a company’s business processes as THE tool to support its processes (and its functionalities in the context of these processes) and to provide training on this basis. For this reason, PARX recommends adopting a «train-the-trainer» approach:

Here PARX focuses on training and enabling the key users to pass on to other users their knowledge about the system combined with their expertise and experience in the relevant business processes.

The training concept comprises three elements: the key user training, the user training and the training for internal administrators. It is also assumed that the key users will expand and consolidate their knowledge of the new system and its functionalities on an ongoing basis while working on projects (involvement in planning and review meetings, acceptance tests etc.).

Key user training
Key user training comprises two main elements: basic training, which covers the basic functions of Salesforce, and «indirect» training, based on key users’ participation in review meetings where all new project-specific implementations are presented and revised. Key users can build on this knowledge and put it into practice by taking part in the acceptance tests. Key users should complete their basic training before the first UAT session. It takes the form of a one-day session with a maximum of 10 participants. The number of training sessions depends on the number of key users nominated. We recommend nominating at least one, but preferably two, key users from each organizational unit (functional and geographical).

The training sessions cover the following areas:

  • General introduction to Salesforce
  • Basic functionalities
  • Interest management
  • Account and contact management
  • Reporting
  • Security concept
  • Specific content within the context of the implementation

User training
User training (for all other users) is a combination of the general Salesforce basic training and the specific training, the contents of which depends on the roles and duties of the system users.

As mentioned above, it is recommended that the key users lead the user training sessions. This is advantageous as the training sessions can be held in parallel, on a decentralized basis at the relevant company locations. In addition, the key users can pass on their practical experience from the UAT combined with their knowledge of internal business processes. They speak the same language as the users, appreciate the problems they encounter on a daily basis and can use examples from their day-to-day work. This approach is especially helpful when it comes to increasing user acceptance for the new system.

The number of training sessions required depends on the number of future users and the number of key users available to lead the sessions. We recommend allowing for a maximum of 10 to 15 participants per training session.

To assist key users in holding user training sessions, PARX can provide additional resources to accompany the sessions and help key users with general Salesforce-related content and specific implementation issues. Assistance can also be provided in preparing the training documentation; however, this should in principle be put together by the key users themselves.

Support

During and immediately after the go-live, PARX can provide support infrastructure if required.

The preferred communication channel is the PARX Customer Community. PARX gives its customers access to this platform, where support queries are issued, answered and documented accordingly. Other communication channels that can be used to resolve problems and communicate with PARX (e.g. telephone, web conferences) are used where it is necessary and practical to do so.

An optional telephone hotline can also be included in the SLA as an additional means of communication. If required, the PARX Customer Community can also be linked up to customers’ existing ticket systems.

In the context of the PARX service processes, support means helping users to help themselves and does not involve any modifications or expansions for customers. PARX helps its customers independently resolve their problems by giving them the relevant know-how. If additional requirements, configuration changes, functional enhancements or entire software upgrades are needed, a change request must be made. Here PARX recommends initiating a structured change management process, which should also address the client’s organizational structure as a key factor.

The response times for support queries are agreed within the relevant SLAs. Our international support team is staffed by employees with the requisite certified Salesforce expertise. If required, dedicated resources can also be provided, which – as part of a change management process – can be given in-depth training on the process and system landscapes both before and during the go-live. Thanks to our extremely highly qualified support staff, we expect to resolve around 50% of queries immediately.

More information on our support solutions







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