As you probably know, managing a CRM, particularly on a global scale, requires constant adjustments to maintain a high-performance system that is adapted to users' needs. Over the last 8 years, I've overseen and implemented a series of optimisations to our Salesforce/Veeva CRM, which have not only improved performance but also increased adoption by our teams. Here's a sample of some of them. 🌍
1. ✨ Migration from Classic UI to Lightning Experience
The switch from the Classic interface to Lightning marked a turning point. Not only have we improved the look and feel of the CRM, we've also introduced more advanced configuration options. ⚙️
Lightning enables more advanced configurations, features tailored to users' needs, and a better user experience (UX). The modern design and new graphical interaction options 🎨 have simplified navigation and boosted day-to-day efficiency. ✅
2. 📊 Database optimisation
A clean database is the heart of a high-performance CRM. We identified the most frequently used data (in particular customer accounts, doctors and addresses), deleted obsolete or little-used fields, and merged those that were redundant or could be made common and usable across several countries.
Another improvement: we've also converted unstructured fields into more organised, more structuring fields. 🔄 By cleaning up page layouts, we've reduced information overload, making it easier for end users to manage data and display pages more fluidly.
Finally, by aggregating the database for all countries, we have strengthened the consistency of information on an international scale. 🌐
3. ⚡ Converting workflows and Process Builders into Flows
Converting dozens of obsolete workflows and Process Builders into Flows has had a very significant impact on overall CRM performance. 📈 Salesforce Flows enable processes to be automated with greater flexibility and less complexity. 💡
For example, the weekly realignment of territories, which used to take more than 24 hours, now takes just 30 minutes. ⏱️ By reducing unnecessary automatic processes and merging those that handled the same objects, we have significantly reduced system errors and improved the fluidity of interfaces. 🚀
4. 📈 Cleaning reports and dashboards
Reports and dashboards are essential for effective data analysis. 📊 We have restructured all report directories for greater consistency and clarity, tailored to each country while creating global directories. 🌍
Similar reports have been merged and we've created dashboards that track key KPIs to compare performance between user countries, and analyse transactional and basic data, such as customer accounts and account relationships, to name just a few of many examples. 🧑🤝🧑
These optimisations have enabled us to transform our CRM into a real performance driver for our company. 💪
🎯 Are you looking to improve your own CRM and get the most out of it?
Do you have any specific questions? Contact me to discuss it directly! 📧
