Requests
We are asked to advice, improve and implement
The client has Salesforce Sales Cloud and Marketing Cloud in place. Three main markets (USA/EMEA/APAC) are always considered for the solutions. The separate Business Units represent them.
The most significant request was to fix the data sharing policy regarding hosting different global markets and respecting their local data law policies. We have solved it with the effective Multi-Org upgrade and filters for incoming data to all Business Units. Our solution removed all issues related to failing SQL queries, Contacts that were wrongly associated with the markets and shouldn’t be visible to the Users. We did it in a live environment, dealing with all the challenges.
We did many sub-projects for this client, which improved their internal communication by sending transactional messages via MC API and our defined templates, giving a better understanding of participants who joins their online events with our email invitations integrated with the webinar’s platform or helped their Users to manage surveys or preference centre quicker, by using pre-defined content blocks “ready to use.” Daily, we are supporting this client with Application Management services.
Our future looks promising. We have already built the MVP and POC for Data Cloud and Interaction Studio integration to handle all the duplicates and create one Identity for a better User experience and targeting to support the client’s Sales Department and generate more business.
The enormous benefits for the client:
- New data sharing strategy, giving access to only necessary data per market, limiting sync delays, meaning no technical issues to do the daily business,
- Improved mechanisms and logic for data collection of the Contacts’ preferences, webinar engagements, survey results, and other campaigns, which leads to a better 360 Customer overview for reporting.
- Integration with other platforms (CMS, Webinar Platform) to analyse the results and get the best “next action” for Sales.
Solutions
We are a technical quality gate for this client
Our responsibility:
- Architecture deisng, audit & review for Marketing Cloud.
- Providing technical solution design and estimations,
- Making strategic technical decisions,
- Identifying blockers and dependencies with their business impact,
- All integrations with Marketing Cloud,
- Setting up standards for the projects,
- Defining and assigning tasks for developers,
- Planning and leading the successful Multi-Org upgrade for a worldwide (USA/APAC/EMEA) environment (300+ Users),
- Design & delivery of Interaction Studio (MC Personalization) MVP with Data Cloud proof of concept.
- Application Management services – solving tickets (enhancements, fixes), response SLA 24h.
Together with adesso SE, we delivered projects for the Digital Experience department at DWS.
- Newsletter registration with the Preference Centre,
- Transactional messages (internal communication with over 250 templates, integration with external CMS),
- Online event registration with dynamic links in the Email (integration with external CMS),
- Newsletter for past employees,
- Live personalization on the webpage,
- Global processes, ex. Contact Deletion process,
- … and more.
Challenges
We are always focused on solutions
Key solved problems:
- Cooperation within a few streams (Sales Cloud maintained by the client US Team, separate CMS Team),
- Simultaneous implementation of several sub-projects,
- Cross-cloud issues with integrations like fields visibility, APEX scripts for filters,
- Multilingual environment (DE, EN, ES).
- 300+ Users with different business processes and approaches.
- Time-critical tasks in different time zones.
- Handled “shut down” time for Production during Multi-Org upgrade.
- Complex logic and test cases for end-to-end processes, including many integrations.
We are often working simultaneously on many sub-project, providing the best consultancy with the different shapes of the Team (from 4-10 individuals).
Our challenges are complexity, communication, knowledge sharing, and stakeholders, but we are mature enough to handle them. Our client is satisfied and continues to reach his goals with us.
