As I'm sure you're aware, managing a CRM, especially on a global scale, requires constant fine-tuning to maintain a high-performance system that's adapted to users' needs. Over the past 8 years, I've overseen and implemented a series of optimizations on our Salesforce/Veeva CRM, which have not only improved performance but also strengthened 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 to Lightning interface marked a turning point. Not only have we improved the look and feel of the CRM, we've also introduced more advanced parameterization options. ⚙️
Lightning enables more advanced configurations, features tailored to users' needs, and a better user experience (UX). The modern design and new graphic interaction options 🎨 have simplified navigation and boosted day-to-day efficiency. ✅
2. 📊 Database optimization
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 also converted unstructured fields into more organized, structuring fields. 🔄 By cleaning up page layouts, we've reduced information overload, making it easier for the end user to manage data and display pages more fluidly.
Finally, by globalizing the database for all countries, we have strengthened the consistency of information on an international scale. 🌐
3. ⚡ Converting workflows and Process Builders into Flows
The conversion of dozens of obsolete workflows and Process Builders into Flows has had a very significant impact on overall CRM performance. 📈 Salesforce Flows automate processes with greater flexibility and less complexity. 💡
For example, the weekly realignment of territories, which used to take over 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 interface fluidity. 🚀
4. 📈 Cleaning reports and dashboards
Reports and dashboards are essential for effective data analysis. 📊 We've restructured all report directories for greater uniformity 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 analyze transactional and master data, such as customer accounts and account relationships, to name just a few of many examples. 🧑🤝🧑
These optimizations have transformed our CRM into a real performance lever for our company. 💪
🎯 Looking to improve your own CRM and get the most out of it?
Do you have specific questions? Contact me at to discuss it! 📧
