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PwC’s community of solvers are human-led and tech-powered
A provider of human resources management software and services — including online payroll, HR, tax, compliance and benefit solutions — has been a long-time user of Salesforce and has made the platform an integral part of its digital ecosystem. It serves thousands of sales, marketing and internal users while supporting billions of dollars in revenue opportunities.
What was the challenge?
As one of the leading payroll and people solutions, the HR management company’s customer base had grown both organically and through acquisitions — but with this growth came challenges with scale. Its teams overly customized the Salesforce platform while meeting their own project-based needs, which led to performance degradation and reporting challenges. This prevented the business from being as agile as it would’ve liked and limited its ability to improve its selling experience for sellers and customers. Parts of the business became fragmented and needed a unified approach along with standard governance guidelines. The company needed to address its technical debt build up in Salesforce — the cost of rework caused by choosing an easy yet limited solution — to help set itself up for success and support future business growth.
Describe the solution delivered by the PwC community of solvers.
PwC helped the company improve its overall organizational health by addressing its highest priority technical debt in only 13 weeks. Salesforce serves as a core part of the company’s opportunity management and revenue recognition systems. PwC recommended a phased technical debt reduction approach and designed a customized health-recharge plan to work around the company’s daily operations, using sprints that could be achieved quickly with little to no business impact. The PwC team also provided a strategy to help the company prioritize code improvements in the future.
How does the solution blend the strengths of technology and people?
Together with PwC, the company gathered and addressed over 60 user stories that improved its highest-priority attention areas in Salesforce: accounts, leads, contacts, opportunities and opportunity lines. Within these, the PwC team refactored code, integrated previously siloed data, introduced rules management processes to strengthen governance and converted deprecated processes to Salesforce’s latest technology. As a result, queries became interchangeable across the business, reports became more accurate, and employees and customers benefited from faster, more insightful information.
Where or how did innovation and unexpected ways of thinking come into play?
This work restructured the foundation of the company’s Salesforce platform, which was needed to build a global view of all activities across its pipeline. By improving the quality of its code, the company simplified its business logic and consolidated the overall number of workflows across the platform. It also gained a new-found ability to adapt and grow towards future implementations — providing standard governance processes while maintaining a flexible platform that can easily scale with the business.
Sustained outcomes
20%
improvement in account import performance based on code refactoring
24%
improvement in lead object performance after code optimization and process builder conversion
98%
fewer row-locks on data records leading to automatic updates, better data performance and less contention
A trusted solution that gives the company’s sales team the tools and technology needed for more confident conversations with customers
PwC and Salesforce, inspired and united in the pursuit of innovation
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