Tracking Service Delivery

The Requirement

This large UK not-for-profit service provider needed to improve the way they managed Service Delivery Agreements and income allocation. Their major pain points were lack of a high-level overview of the service delivery landscape; disjointed processing; and a lack of auditable oversight.

Our approach

We initially spent time getting a deeper understanding of the business processes and documenting real world working practices with the front line staff. Working closely with the project stakeholders we agreed a set of requirements for a Salesforce application to support the documented processes, put together a detailed development plan, and delivered the application on time and within budget.

The results

Approximately 2,000 front line staff are now working with a data model that is matched to their working practices, and a user interface that makes data entry simple and efficient. A series of dashboards and reports provide management with a complete and detailed overview of current agreements, and standard Salesforce Workflow Approvals provide a detailed record of approval history. Finally, a custom built PDF summary allows management to quickly assess the appropriateness of new service proposals.

Project Details

  • Sector: Not for Profit
  • Category: Salesforce Platform
Solution Design
UI Implementation

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