Client Success Stories

Process, Operations Improvement, Cost Savings

Success Stories

 

(3.2) Celanese:  How Process  Improvement Turned Around a Project In Trouble and Sold $10 Million in New Services to Celanese in 90 Days*

-CLICK for Case Study

(3.3) Texas Instruments: How We Helped  Accounts Payable Save $450,000/year and Improve Service by 400%*

-CLICK for PMI Article and Book Excerpt

-Screen Flow Use Case Example Simple

(3.5) Flowserve: How We Completed a Rapid Results, "Don't Wait for IT Dept"  Project Using Advanced SharePoint Tools.  Estimated Payback of  $350,000/yr*

-(Case Study 35a for Business Audience)

-(Case Study 35b for Technical Audience)

-Convert Lotus Notes, Access and other databases to SHAREPOINT  Video Example 1   Example 2

- Use SHAREPOINT BCS to get data from Oracle, SQL Server and other large databases Video Example 1 Example 2

- Use INFOPATH forms with SHAREPOINT to make complex data entry easy for users  Video Example 1  Example 2 Video Documentation Example 3

- ASP.Net Testing Training Master

- SharePoint Standard Testing Protocol

- 32 Standard Bottlenecks Common to Engineered to Order Manufacturers

- Filter 6,000 line report down to 30 action items:  See live example in Public Demo Systems

- SOX Application Code Samples  Video PDF

- Executive "Blue Book", (Password 79) Weekly, Monthly Consolidated Reporting Dashboard

(3.6) Frito Lay:  How We Helped Accounts Payable Reduce the Cost to Pay an  Invoice by 25%*

-CLICK for Client Quote

(3.13)  Order Processing Reduced from 5 Days to 1 1/2 Days Through Process Improvement*

-CLICK for Case Study

-Use Cases Software Specification Bid Package

(3.7) Crossmark:  "Thank You" Note from Sales Agency President for Long Term, Large Scale Process Improvement Effort*

-CLICK for Client Quote

(3.9) Engineered Air Balance:  30 Percent Labor Savings and Improved Customer Service!*

-CLICK for Case Study

-Earned Value Training Materials

(3.4) Texas Instruments: How We Helped  Reduce Outstanding Accounts Receivable by $1.5 Million and Complete Advanced Technology Project On-Time, On-Budget, As Promised using Earned Value*

-CLICK for PMI Article

(3.12) How to Dig Out of a Technology Black Hole, Get Product To Market Faster:  Flailing Project Brought Under Control, $300,000 Saved in Three Weeks, Cost to Bring New Product to Market Reduced by $14 Million*

-CLICK for Case Study

-Use Cases

(3.10) Farmland Industries:  Inventory Reduced by $262,000 while Simultaneously Improving Customer Service for Paint Plant, Battery Plant*

-CLICK for Case Study

(3.17)  Hyundai*:

-SharePoint Requirements Document Sample, CLICK HERE

-SharePoint Governance Checklist CLICK HERE

-Information Architecture Taxonomy Work Plan

-Information Architecture Schedule Timeline

-10 to 1 Project Payback Examples

(3.19)  Trade Show Services Provider*: Process Map and RFP for services estimating, project planning, quoting, sourcing, PO authorization, scheduling, change order capture and client billing system.  All services performed remotely, on time, for minimal cost, client pleased, RFP created and handed off to client as agreed.

-Trade Show Process Flow After

-Bid RFP Package Screen Specs

(3.23)  Engineered to Order Pump Manufacturer:  Non-Conforming Materials / Quality Problem:  Extremely complex manual processes, mapped As-Is, designed To-Be, workflow and advanced SharePoint application developed within 60 days.  81 Step Process Reduced to 46 Steps.  100+ No-Code Applications and Solutions Identified for Engineered to Order Manufacturers.*

-Full Case Study

-Bowling Alley of No-Code Solutions - pg 2 of case

-BEFORE process map

-AFTER process map

-Electronic Form

-Executive Dashboard Visual Quality Problem Tracking

-Quality Problem Extensive Use Cases

-Quick Hit Process Improvements - pg 5 of case

-New Product Development Pipeline Quickstart

-Dealer Reseller Customer Portal Quickstart

-Purchasing Vendor Portal Quickstart

-32 Standard Bottlenecks for Engineered to Order Manufacturers

(3.20)  Nortel*:  Simple, Fast Development, Scope and Cost Controlled through Screen Flows and User Sign-Offs for Nortel.

-Screen Flow Change Control Simple With Sign Off

-Earned Value Training Materials

-Simple Project Plan Testing Too Low

(3.26)  Credit Collections Paperless Success Story:  $500,000 Savings from $100,000 Investment.  1.3 Million Pages Made Paperless*

- Click Here for credit and collections case study with FLOWCHART   (redacted, password required)

- Click Here for Use Cases, Test Scripts, Content Type Specifications (redacted, password required)

- Click Here for Video Of  Full Solution (See work management queue at beginning, redacted, password required)

- Executive Dashboard All Credit Collection Status (See All Dashboards at 16:20  redacted, password required)

- Executive Dashboard Action Item, Requirements Tracking, Bugging Email (See Dashboards at beginning, Bugging Emails at 4:45  redacted, password required)

- 1 Page Executive Outcomes, Process, Architecture after MULTIPLE SESSIONS (requires password)

(3.22)  Federal Express*:

-Full detail bid package for major system

(3.28)  Accounts Payable Success Story:  10,000 Printed Pages Saved Per Month, $250,000 Labor Savings per Year  (CASE STUDY IN PROCESS)*

- Click Here for accounts payable FLOWCHART case study (redacted, password required)

(3.21)  Grote Consulting*:  Software Specification and Bid Package After Multiple Failures by Previous Vendors for Consulting Services Firm

-Bid Package Complete LMN Company

(3.27)  Custom Web Site for Wholesale, Retail, Services Business Under $10,000 instead of $500,000+* (most items redacted, password required)

-SharePoint 2013 Architecture, Hierarchy Implemented,

- Jumpstart Workshop Report Designing Website with SharePoint, DW, Other Tools (redacted, password required) (URL is in Muse, but link will not work in webpage)

-SharePoint Architecture Documentation Makes Tech Problems Easier (password required)  (URL is in Muse, but link will not work in webpage)

- Bowling Alley of Wholesale Solutions Newsletter 48

(3.16) Mortgage Company Case*: $1,000,000 upgrade of old system avoided, $500,000+ in IT and operations costs saved over five years by providing 70 solutions to business users with No-Code Solutions.  153 Step Process Reduced to 89 Steps in 30 Days.  Better, Faster Cheaper.*

 

The “Bowling Alley” of No Code Solutions

-CLICK for Case Study* (password required)

 

Letter Creation

-Before Process Chart

-After Process Chart

-Dashboard Showing Reduction in Cost and “Touches” Over Four Months

- Full Application Video

-Additional Application Details Video

-InfoPath Form Documentation Video shows EXCELLENT TASK TRACKING among multiple parties

 

Complaints Tracking Handling

-Full Application SQL Query lookup InfoPath form Video and PDF

-Synchronizing updates from SharePoint to SQL Server Video and PDF

- InfoPath Form Documentation Video and PDF

 

Audit Readiness, Remediation Task Tracking

-One Page Executive Outcomes Process Chart

-Swimlane Process Flow Master with Workflow Functional Documentation

-Workflow Full Documentation Example

-Test Scripts

-Full Application Video and PDF

-Status Dashboard with Red Green Yellow Lights

-InfoPath Form Documentation Video and PDF

(3.24) Mortgage Company, Home Builder Heavy Construction Case*:  SharePoint Preparation and Diligence Over Three Difficult Years Results in $2.75 Million of Cost Savings and Operations Improvements Identified.  93 Projects Identified, 80% Can Be Completed With No-Code Solutions and Process Improvement.  (All items below require password)

-Full Case Study

-Personnel Action Form and Workflow Automated in 20 Hours

-Land Acquisition Process for Approving $10 Million+ Deals

-Roadmap to $2.75 Million Per Year in Savings and Operations Improvements

-SharePoint Navigation, Search, Design, Challenges with Circular Architecture (See SharePoint Working Docs)

-Getting User Acceptance:  Why Use Libraries, Metadata and Views Instead of Folders  (See SharePoint Working Docs)

-SharePoint 2013 Features, Benefits, Cautions, Migration Decision  (See SharePoint Working Docs)

-Advanced Project Management with SharePoint

-5 Pillars of SharePoint Strategy, Full Detail Report

(3.25)  Mortgage Company*  SharePoint 2013 Up and Ready for 31 Content Databases, Six Terabytes of User Files in 60 Days. Find Profitable Niches in Commodity Loan Business:  Pricing Dashboard for Resellers and Correspondents. Lending Authority Nominations, Training, Approval, Risk Oversight, Client Database Defined for Resellers, Correspondents, Wholesale

as Alternative to SalesForce.Com.  HR Processes and Workflow.  Audit / Compliance Department Startup, Workflow. Tech Accomplishments:  Datasheet View Solution Added, File Migration, "What Belongs in SharePoint, What Not".  SharePoint 2013 Feature Testing.  Up Arrow Navigation Aid, Master Page Modification, SharePoint 2013 Training Videos.  (Password required)

- Full Case Study

- Underlying Architecture, Technology, Code Samples

- "Who Using What" SQL Report, Audit Application

- IT Project Management Process Flow, Outcomes, Earned Value Reporting, Time Capture Chargeback to Business Unit

- Sample IT Project Management Application  (incomplete but good template to start from)

- Sample IT Project Dashboard, Communicate to Business Impact of Continual Changes

-Pricing System for Correspondents, Client Dashboard

- Lending Authority and Product Nominations, Training, Approval, Risk Oversight Sample Application  (incomplete but good template to start from)

- "Runbook" documenting all aspects of install. (See SharePoint Working Docs)

- Two Year Cost/Benefit Analysis, Hygiene Projects vs. High Value

(3.29)  Customizing SharePoint for 25 Person Company Creates Nightmare, $100,000+ of Lost Work, Starting Over*

(3.30)  Golden Spread Electric COOP  Company Deploys SharePoint for Dozens of HR, Employee Applications, Compliance, Construction Projects, Legal, Admin, Field Operations*

- Case Study with Bowling Alley of No-Code Solutions (password required)

- HR Applications, Employee Portal (password required)

- Agile Project Management Tools, Ran Two Projects Over $1 Million (password required)

- Public Website Project  (See www.gsec.coop password required)

- Confidential Board Member Website Project  Dashboard showing real time electricity generation at 8 generation facilities (password required)

- Board Member Dashboard, Critical Operations, Website Project (password required)

- Screen flow defining Critical Operations Dashboard (password required)

- Responsive Design for Tablet, Phone, Desktop  (password required)

- Azure Configuration Drawing

- Azure Configuration Details

- SharePoint Project Management Tools, Class 1, Task List + Document Library, COMPLIANCE EXAMPLE (password required)

- SharePoint Project Management Tools, Class 2, MS Project integrated with Task List (password required)

- Project Online PWA Strengths Weaknesses

- Legal Service Request  (password required)

- Use Cases, Extensive, HR, Legal, Compliance, Admin (Word document and SEE AGILE + SharePoint List,Video password required)

- Agile Tool Connected to SharePoint List for Details, Disciplined Use Case, Requirements Tracking through Test and Sign-off (password required)

- SharePoint Site Map (password required)

- Timesheet System with Project Costing  (password required)

Header add later:

- Field Asset Inventory Maintenance Process  Video 1 Online  Video 2, Offline Synch

- Vehicle Fleet Maintenance, Check In, Check Out

- Admin Service Request

- Nintex Workflow Leave Request Approval, Good

- Nintex Workflow Send Daily News Email, Poor

(3.31) Wholesale Distribution Success Stories*  SharePoint, Related Microsoft Technologies and Process Simplification Result in Sales Gains and Cost Savings.  Sales Pipeline System Resulted in $6.5 Million Sold in 30 Sales over 30 Months and Penetrated New Marquee Account:

$5.5 Million Sale to Procter & Gamble.  Complex Pricing and Quoting System Reengineered Resulting in $2.5 Million per Year Savings.  70 Customer Web Sites Built Allowing Self-Service Resulting in $10 Million per Year Sales Gain. Order Processing Reduced from 5 Days to 1½ Days

1.3 Million Credit and Collections Pages to Become Paperless for Wholesale Distribution Company Resulting in $500,000 Labor Savings Over 5 Years

- Bowling Alley of Solutions Newsletter 48

(3.33)  Private Equity Client, Difficult Situation, $500,000+ to bring two acquired companies to stable, competitive technology but business profits and EBITDA multiple at sale cannot justify the investment.  "Technical Debt" Identified before acquisition*

 (Case study in process)

- Before and After Architecture Map CLICK

- Earned Value Project Accounting and Management Shows Trouble - probably cannot be resolved EV Report

- Project Budget  Full EV Spreadsheet with Budget

- TECHNICAL DEBT:: For decades both acquired companies spent well less than 1/2 of 1% of revenues on IT.  PE firm is now burdened with making the investment (should be 3% of revenues per year).

- SQL Server Database Directly Synced to SharePoint, Allows  Users to Create Dashboards and All Complex Applications without consultant or IT.  Datasynch Studio  Video  See also screens in Telecom Manufacturer case Part 3, Item 3a

- SQL Server Integration Services video showing import and clean up of order files using Visual Studio Data Tools

- Our design would have kept $4 million of orders per year profitable but the approach taken puts this revenue at extreme risk.

- Over half of IT labor budget spent on fixes, patches, work-arounds - just maintaining the old systems.

- Internal person with extremely limited experience convinces bosses he can do the project internally for less

(3.34)  CEO Dashboard in Place in 10 Days.  Migration / Consolidation of Multiple On Premise Systems Mapped to SharePoint Online / Azure*

- Architecture Map Showing Before and After (redacted, password required)

- CEO Dashboard, V1, V2, V3 - the PAYOFF - 1 click to see the most critical indicator for the business

(3.32)  How We Identified $2.5 Million in EBITDA Improvement and made a FAST START on Capturing  How To Take Out 1/3 of Business Unit Labor Costs and 1/3 of IT System and Labor Costs.  The Ballad Of Max, Anatomy of Big Migration (see page 22 of full case).  PRIMARY WORK SAMPLES:

 

Part 1:  Underlying Strategy, Margins, Balance Sheet and Acquisition Problems Compromise the Results

 

Part 2:  “Why Can’t We Run The Business On Excel?”

No-Code Solutions News, Case For and the TIA Expert System

• Shorten Cycle Time for IT, 5X Better, Faster, Cheaper.

• One Page Process, Outcomes, Use Cases, Architecture Method

• Business people create their own systems – like “Excel on Steroids”

• Rapid Prototypes are Worth 1,000 Meetings and Debates

• “FrankenApp” Problem, Documentation, Backup, Discipline Prevents, See 6.3.3 in full case for screens, before and after migration from UGLY Google Sheet full solution Video1   Video2

- Documentation to Maintain Solutions Implemented:  IT’s use of SharePoint is fully documented Video

• A Dozen High Impact, Rapid Prototype Projects in 60-90 Days:

- Document Revision-Approval-Notification-Store-Archive Work Flows, see Screens at section 6.9 of case (Simple, Medium (Best, InfoPath Form), Complex) for:  ISO Compliance, Contract, Change Order, Technical Specifications, Customer Support, Vendor Specification…

- Change Request, Technical, Advanced with Out Of Office Management, Standard Template Approver Sets, Sub Task Management  See Part 2, item 11 of case for screens video

- Change Request Solution 2:  Advanced, Technical, Processes in Parallel, Approved After 33% of Approvers Approve  video

- Dashboard, Complex Installation Status Tracking, Reporting, Red-Green-Yellow

- Visio Dashboard with Color Coding Auto Refresh

- Product Management Sites

- U.S. Reseller Discount Management   See 6.3.3 in full case for screens, before and after migration from UGLY Google Sheet full solution Video1   Video2

- Labor Hours And Cost Accumulation, Rollup And Reporting  SEE U.S. Reseller Discount Management for good example

- $2 Million/year In Quote-Pricing-Close-Deliver Customer Upgrade Requests

- Legal:  Quarterly Sales Policy Compliance Certifications  See item 6.7 in case

- Complex Scheduling, Visual, Color Coded Calendar video  see item 8 in case.

- Mobile Example, Practical:  CLICK FOR EXAMPLE  Change Request Approvals “On The Go” Video

- Hot Situations, Customers, Projects In Trouble Dashboard see screen prints in item 9 in case

- LOG ALL COMMUNICATION WITH A CUSTOMER, Supplier, Auditor, Consultant, etc. Discussion Group Tool.  Yammer alternative. Easy so engages people, all info easily searchable, control email notices so have value, handle large group but avoid spam Video  see full case item 6.16

- The Ballad of Max (see page 22 of case)

- Max's PMO Full Solution - $100,000 payback

- Advanced Resource Request InfoPath Form with Lookup From Multiple Lists   PDF

- How to Create InfoPath Form with Lookup from Multiple Lists  Live System

 

Part 3:  Project Management Tools, Costs, Options, Effectiveness.  Dramatic Improvements in 60 Days

- For Best Work Examples See TIA Projects Services Toolkit Dashboard

- Advanced, Detailed Integration with SAP, SSIS, SQL Server for Project Accounting and Status Reporting  Video 1   Video 2

• “Single Point of Truth”

• “Show Up With Your First 20 Plays Ready to Go”

• Shorter Project Cycle Time, Fewer Costly Mistakes and Problems

• Self-Service for All Project Stakeholders:  Executives, Users, Team Members, Customers Get What They Need Quickly, Easily.  Less Time on Reporting, More Time on Effective Management

- "Happy Status Report" for Project Tracking, Red / Green / Yellow, see section 6.10 for screens Video

- Color Coded Calendar, Complex Scheduling, screen prints at item 6.13 in case video

- Advanced Reporting from Multiple SQL Databases into SharePoint, No-Code Tools:  See Part 3, Item 3 for screens.  Video

  * Change Requests

  * Project Cost, Budgeting, Profit, White Collar Time Capture, P&L

  * Engineering, R&D Status, Defect Resolution and Bug Tracking

  * Project Status, Issues, Milestones, Due Dates

  * Effort Suffered from "Frankenapp" problem.  A BETTER SOLUTION:  SQL Server Database Directly Synced to SharePoint, Allows

    Users to Create Dashboards and All Complex Applications without consultant or IT.  Datasynch Studio  Video  See screens in

    Telecom Manufacturer case Part 3, Item 3a

- Gantt Chart, Roll Up of All Projects Reporting

- MS Project, Integration with, Class 2 Project Management Solution video

- Agile / Kanban Board Managing $2.5 million in payback from advanced applications with color-coded status updates,  Good screen prints to explain see section 6.12.2  FULL COST AND DETAIL MANAGEMENT Video

- Standard Project or Product Site Templates, Documentation, Status Roll Up (IT PMO Simple and Tom's Recommended templates wiith Dashboard Rollup and Gantt Charts More Advanced)

- Pricing-Estimate-Proposal-Contract Workflow Daily Notification of Risks, Hot Issues

- Dramatic Reduction in Software License Cost and Complexity by Using Best Current Tools and Techniques

- The Chet System:  Advanced R&D Project Monitoring, Tracking, "Bug Them With Email Until They Do What They Said They Would"  Rolled together all the above:  Standard Project Site Templates + Red / Green / Yellow Dashboard + Bugging Email Workflow gets things done.  Dashboard   1 Click for Project Detail   Simple Site Template   Email and Workflow Managed by Chet     Roll-up / Drill Down to Manage Hundreds of Projects

 

Part 4:  “Hygiene”, Must Do, Hard, Necessary, Lower Value Work

The Foundation and Site Hierarchy:  Consolidated Dozens of Acquired, Aging Systems into a SINGLE, COMPANY-WIDE SYSTEM (SharePoint Online)  PDF

• Infrastructure, Help Desk, PC Support, Near Unlimited Demands Have to be Met, Scope and Cost Contained

• How We Consolidated 30 Old Systems to a Single, Current Technology (SharePoint Online)

• How We Got Buy-In:  50 “Thank You, Well Done” Emails.  People Happy With IT Department!!!  Big change from most companies…

• Users Supporting Themselves, Power User Training, Testing Results in Level 1 Support in Each Department, Close to the Work, Happy Users  Video showing the Power User Training Approach

- Content Type Hub allows standard metadata, standard document templates company-wide  video full solution

- InfoPath Form Display Data Multiple Lists SQL Table (partial solution / how to) video

- Governance In Place, Easy for Users to Understand: Site Map, Request Forms, Power User Training, Policies, Navigation Standards, Supported Configurations, External Sharing How To and Policies, Minimizing Complexity, Contentious Items PDF

(3.33) Big SharePoint Nightmare - How To Avoid  1700 Site Collections, 12 Servers, 4 Million Records, 17 TB of Data   Unstable, Servers Dying, Search Not Working for 1/3 of all Sites, Hundreds of User Help Requests - No Way to Respond, A New Fire Every Other Day  Irrational Cheapness has Big Consequences, $100,000+ of Revenue at Extreme Risk, Not Competitive with Alternatives

- Click for Architecture

- Clcik for 1700 Site Collection List

- Captain's Log - What Went Wrong, Lessons, Prevention

(3.35)  Vista Machining:  CRM and Operations Processes Mapped, Optimized in 60 Days.  Included sales leads, sales activity tracking, RFQ to close tracking, P.O. to ship procurement tracking workflow developed in 90 days for minimal cost.  Key to adoption was "5 clicks or less to do anything.  Best of the Best Sales Self-Management System

- Process Map - AFTER

- Sales Person Buy In Record Keeping 5 Clicks or Less Per Contact

- 0/1 Sales Rep Self-Management System, Best of Best

- Visual Order Service Tracking My Action Items

 

(3.36)  Crash / Rapid Implementation of $3.5 Million Salesforce CRM for Fortune 50 Manufacturer.  150 User Stories Defined, Entered into TFS for Agile Management, Six Sprints, 24 Contractors On-boarded, 5 Scrum Teams Set Up, Complex Integration Architecture Defined in Four Months*

All items require secure password

 

Some Big Lessons

  • Account Planning:  Caution – existing structure can be very involved.  Do not underestimate time to understand, rework, recreate
  • Product/Opportunity/Quote:  Ease of use for sales, minimum labor for accurate, authorized quote – BIG ISSUE
  • Security (profiles, role hierarchy, permissions sets, sharing rules) devastatingly complex - impractical? - because process consolidation of eight acquired companies not done first.

 

Project Tools, Work Product

Goals, Priorities, Guidance

- Executive Priorities, Outcomes

- Team Guidelines Not Fully Implemented

- Agile Standards, Estimating, Implementation Plan

Architecture

- Architecture Map Showing Scope, Magnitude of Effort

- Architecture ERD (Entity Relationship Diagram) Project Overall Simple

- Architecture ERD Detailed Example, One of a dozen custom objects connected to standard objects

- Tools Needed:  Dataloader (Desktop, IO or equivalent), Data Cleanup / Deduplication, Release Management, Code Repository (SFDX, Autorabit or equivelant)

- Architecture Other Key Tasks:  Security Clearance for Tools Well in Advance, Standards, Documentation, Proof of Concept, Downtime Risk Prevention

Agile / Scrum Of Scrums / Scrum Master / Project Management / Work Management

- Project Plan, 5 Teams, Scrum of Scrums, 6-8 sprints per release, three releases

- Project Team Makeup, Roles, Staffing

- Feature Team 3 Assets, Products, Customer Visits Action Issue Question Decisions Management (In place in three days.  Took two and a half months for TFS to be put in place)

- TFS How To User Stories Tasks Defects Features Sprints

- Features List (See page 5.  Epic defined as entire program for simplicity, to minimize TFS difficulties)

- TFS Features, User Story, Tasks, Project Team, Sprints, Acceptance Criteria Example

- SAFe Program Kanban to Team Kanban

- Kanban Board Structure, Headings for Team

Objects Developed, Customized, Tested

Products

- User Stories (examples of completed stories - Products stories in process)

- Field Map for Migration / Integration (Extensive work produced good basis for Product Catalog and Price List)

- ERD

- Screen Mock Up / Wire Frame

-Test Script (Best example of completed script)

-Reports and Dashboards

Assets

- User Stories

- Field Map for Migration / Integration

- ERD

- Screen Mock Up / Wire Frame

-Test Script (Best example of completed script)

-Reports and Dashboards

Customer Visits

- User Stories

- Field Map for Migration / Integration

- ERD

- Screen Mock Up / Wire Frame

-Test Script (Best example of completed script)

-Reports and Dashboards

Scope Management, Burn Up Chart

- Bad Example

- GOOD EXAMPLE:  Burn Up Chart Showing Scope, Budget / Plan / Actual Completed User Stories, Extreme Scope Creep

Process Mapping, Consolidation, Integration (Not done, devastating to project)

- CRM Master Process Flow and Secondary Processes

- Example of National CRM Before Process Map

- Example of National CRM After Process Map

User Stories, Use Cases, Requirements, Estimating, Acceptance Testing

- Use Case, Process Master Inventory  (IN PROCESS - CONTINUALLY UPDATED)

- User Story Samples With Acceptance Criteria

- User Story Requirements Template Estimating Checklist

- User Story Quick Estimate Checklist

- User Acceptance Test Template

Development, Design

- Development Design Standards (IN PROCESS - CONTINUALLY UPDATED)

- Page Layout Wireframe

Integration, Interfaces, Data Migration

- Interface Checklist

- Integration Master Schedule:  Dev to Test to Staging to Production

- Integration Team 3 Action Issue Question Decisions Management (In place in three days.  Took two and a half months for TFS to be put in place)

- Integration Master TABLE BY TABLE

- Master Data Model (Baseline data needed for UAT so testing can proceed)

- Tools Needed:  Dataloader (Desktop, IO or equivalent), Data Cleanup / Deduplication, Release Management, Code Repository (SFDX, Autorabit or equivalent)

- Integration Schedule, Table by Table

- Field Map, Simple

- Field Map Complex

- Data Dictionary (A compilation of field maps.  Lost in transition from SharePoint to Excel.  SharePoint better.)

- Interface Definition Document

Release Management

- RELEASE MANAGEMENT:  Component Review, Code Promotion Process

- RELEASE MANAGEMENT:  Component Review Checklist Prior to Release

- VERSION CONTROL, INTEGRATED DEVELOPMENT ENVIRONMENT:

   * BASIC:  SFDX:  Salesforce Developer Experience

   * ADVANCED:  Autorabit, Eclipse

Security (Profiles, Roles, Permission Sets, Sharing Rules)

- Role Hierarchy - Simple

- Role Hierarchy - Complex Based on Org Chart

- Permission Profiles Permission Sets Roles Detailed Example

Project Team Ramp Up, Guidance

- Project Team Site Master in SharePoint

- Onboarding Quickstart for Contractors

 

Top 10 Project Problems, Escalations, Most Likely Outcome

- Summary

- Six Reasons To Avoid Interfering With, Micromanaging Subordinate Leaders

- Projects with Serious Flaws at 20% Spent NEVER Get Better

 

Client Scorecard Showing Probability of Project Success

- Click for Sample

 

Emails, texts, thank yous from colleagues on project

 

 

(3.37)  Advanced Salesforce Service and Sales CRM for Fortune 200 Manufacturer Quick Start: $11.25 million savings in five years, $28 million sales gain in five years. 130 User Stories Documented, 20 Project Charters, User Story Map for 18 Features, 6 Epics, 4 Capability Teams, Release Plan / Road Map and $2.5 Million Budget Approval Completed in Five Weeks*

All items require secure password.  Case study in process*

 

Commendations:  Best from Client Supervisor:  "Product Owner  said he has to work 10 times as hard to get things defined and done with [the other BA/FA] than with you.  [As a result, the other team is being let go and your team will continue development for the next 6 months+]"  See all 20+ commendations

 

SCOPE

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

BUSINESS PAYBACK BENEFIT SUMMARY

Details https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/FW%20%20Summary%20of%20Business%20Benefits%20%20First%20Three%20Sprints%20and%20Beyond.msg

- “Excellence is 1,000 things done a little better.”  The Product Specialist Agents, Customer Care Agents and Supervisors I have seen and worked with are already VERY GOOD.  Our team is helping make rapid, incremental improvements – not a single home run.

- Overall Payback:

  • Productivity improvement for Agents and Supervisors over 5 years: 10% to 20% due to items below.  (if 200 agents, supervisors * $75,000/year * 15% productivity gain =  $2.25 million savings/year, $11.25 savings in five years.)
  • Customer Retention Improvements, Sales Increase over 5 years:  5% to 10% due to reduced wait times, fewer abandoned chats, fewer mistakes, competitive pricing, improved customer satisfaction.  (if avg distributor customer sells $5 million per year * 7.5% sales gain * 15 key distributors = $5.6 million sales gain/yr, $28 million sales gain in five years.)

- PROBABLY MOST IMPORTANT:  The business is now beginning to believe IT can deliver as promised, a steady stream of incremental improvements.  Reasonably on time, as promised.

ANECDOTAL SUCCESSES – HARD TO QUANTIFY – BUT IMPORTANT

- Omnichannel’s improved queue management and routing

- Better job of keeping all agents productive

- Less supervisor labor

- HYBRID PROFILE, BIG REDUCTION IN COMPLEXITY:  Will consolidate 5 agent profiles to one and 3-4 supervisor profiles to one

QUICK HITS: A Possible 20-30% productivity gain from a simple recommendation by a Product Specialist

THREE USER STORIES SAVING SIGNIFICANT AGENT / SUPERVISOR LABOR

FIVE USER STORIES WHERE LIGHTNING IS REDUCING, ELIMINATING CUSTOM CODE

MAJOR LOING TERM GOAL- 360 View Agent Console:  Providing the agent will all possible data to help a customer – instantly at his / her fingertips

 

25 to 1 Payback Cost / Benefit, Great Example, Lightning No Code Application

 

Key Benefits, Enhancements

My Cases as default view, saves 200+ manually created views

PIC Hot Lead fields are editable and required with PIC record type

PIC Hot Lead fields are visible read only with CC record type

Multiple Cases Close

Multiple Cases Assignment

Live Chat works with Omnichannel

Omnichannel Big Enhancements

 - EASY TO HAND OFF CHAT BETWEEN AGENTS

 - EASY FOR CUSTOMER TO SEND FILES TO AGENT > JUST ATTACH TO CHAT!!!

 - BIG IMPROVEMENTS IN QUEUE MANAGEMENT, SKILLS, ROUTING

 - Fewer abandons, dropped, chats, wait time reduced

 - Omni Supervisor Tab ???

Email Improvements

 - PASTE EXCEL TABLE, etc. INTO EMAIL – NO REFORMATTING!!!

 - Signature

 - Preview First 3 Lines when hover

Merge Cases, Find Duplicates

Create PDF from Email

Screen layouts, improved, identical for PIC and CC record types

Outbound Chat

Create Link to SAP

Create File for SAP

360 view, Agent Console (Coming)

Advanced Account Search

Copy / Paste Reduction on PIC Hot Leads, other (coming)

Customer Surveys Tab (not sure if improved)

 

 

 

Some Big Lessons

 

 

Project Tools, Work Product

Goals, Priorities, Guidance

 

Architecture

 

Agile / Scrum Of Scrums / Scrum Master / Project Management / Work Management

 

Objects Developed, Customized, Tested

 

USER STORIES

- User Stories Samples from previous project

- User Story Most Recent Backup from Jira

- User Story Backlog Board v1.vsdx

- User Story Backlog Board v4.xlsx

- UserStoryHighLevelMasterMostRecent

 

- Field Map for Migration / Integration (Extensive work produced good basis for Product Catalog and Price List)

- Architecture Maps

- ERD

- Screen Mock Up / Wire Frame

-Test Script (Best example of completed script)

-Reports and Dashboards

 

Scope Management, Burn Up Chart

 

Process Mapping, Consolidation, Integration

 

User Stories, Use Cases, Requirements, Estimating, Acceptance Testing

 

Development, Design

 

Integration, Interfaces, Data Migration

 

Release Management

 

Security (Profiles, Roles, Permission Sets, Sharing Rules)

 

Project Team Ramp Up, Guidance

 

Top 10 Project Problems, Escalations, Most Likely Outcome

 

Client Scorecard Showing Probability of Project Success

 

Emails, texts, thank yous, commendations from colleagues on project

 

WORK PRODUCT - TO BE CLASSIFIED

120ProactiveChatSwimLaneV3.vsdx

140 We Chat for Asia_v1.vsdx

150 Cisco Phone System IVR 150_v1.vsdx

160 Enhanced Lead Scoring And Qualification V1.vsdx

170 STA Capabilities Added to CRA V1.0.vsdx

190 Agent Experience - Wave 2 v1.vsdx

200KnowledgeBasePhase2V2.vsdx

210 NDR_CCR_Price Validation_ flow V1.vsdx

220 NDR CCR Pricing Decision Flow to Customer V1.0.vsdx

250OpportunitiesforProspectsorAccountsV2.vsdx

270 Key Account Code Changes.vsdx

280 Expansion of Activity Feed_v1.vsdx

CJM-Refining-Program-Overview-Spider-WebV8.vsdx

CustomerJourneyScenariosV0.xlsx

Dependencies Based Release Plan

Channel Release Plan.pptx

Lightning App Dev Example Component Checklist Good

360ViewDashboardDataFlowArchitecture

360ViewLightningConsoleArchitecture

360ViewDataFlowInterfacesArchitecture

360ViewMockUpWireFrameMASTERv7

ANALYSIS360ViewAgentConsoleMasterV7

 

BUSINESS UNITS

  • Channel
  • Consumer Devices
  • Data Communications
  • Industrial
  • Relays
  • Automotive
  • Sensors
  • Energy
  • Aviation

 

User Story Required Minimums

https://tia814.sharepoint.com/:u:/g/TIAAssociatesPage2/ETiVkQkSfZ5FoGfuUvqUb1oBahSvLqTiMCGNE56-ht7fSQ

 

Omnichannel Implement Migrate Steps https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/Omni%20channel%20steps%20for%20migrating%20implenting%20EXCELLENT.txt

 

Fields and Behavior Outbound Chat Custom Dev https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/CC-461%20analysis%20Fields%20Expected%20Behavior%20Outbound%20Chat%20Scratch%20Dev.xlsx?d=w56e1c1b6b1da41a4bdd2967e4154cf28

 

Live Chat Omnichannel Test Script  https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/Live%20Chat%20Omnichannel%20Test%20Script.xlsx?d=wfe60f41c07af4ac6909f8798e2870225

 

Case Management -Test Cases  https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/Case%20Management%20-Test%20Cases%20v%201.4.xlsx?d=w6ba17e383db34a0ca5a77345adcfcd9c

 

KnowledgeBase_Test Cases  https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/KnowledgeBase_Test%20Cases.xlsx?d=wcc017b3da3ae45d2b37181e330e885e4

 

Lightning Test Cases  https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/Lightning%20Wave%20Test%20Cases.xlsx?d=w34c8dd813d764d8396cba4bb0b4e0b4a

 

Agile User Story Success Tips

DAILY CADENCE WITH OFFSHORE  – EVERY MORNING - KEY ITEMS – REPEAT EACH SPRINT – VERY HELPFUL TO BLOCK OUT HOUR AND A HALF EACH DAY (take one or two mornings off per sprint.)

- STORY BACKLOG REFINEMENT – (Business requirements – WELL BEFORE SPRINT START)

- DAILY SCRUM CALLS

- SPRINT PLANNING (BEFORE SPRINT START)

- TECHNICAL BACKLOG REFINEMENT (BEFORE SPRINT START)

- SOLUTION / CODE / TECH REVIEW (2-3 TIMES DURING SPRINT)

- SPRINT DEMO / REVIEW (AT SPRINT END)

- RETROSPECTIVE – WHEN HAVE TIME

 

Lightning Migrate Reports and Dashboard Analysis Dashboard Working  https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/LightningMigrateReportsandDashboardAnalysisDashboardWorking.docx?d=wc48a618aa9e6493194076c4574a6ed23

 

Lightning Migration Workflows_Triggers_Validations_List EXCELLENT  https://tia814.sharepoint.com/TIAAssociatesPage2/PublicSecure/CC_Workflows_Triggers_Validations_List%20(1).xlsx?d=w9304e3a96f494956b4466fd4726eb54c

 

 

 

High Value Features Actually Delivered  4/6/19

 

My Cases as default view, saves 200+ manually created views

PIC Hot Lead fields are editable and required with PIC record type

PIC Hot Lead fields are visible read only with CC record type

Multiple Cases Close

Multiple Cases Assignment

Live Chat works with Omnichannel

Omnichannel Big Enhancements

 - EASY TO HAND OFF CHAT BETWEEN AGENTS

 - EASY FOR CUSTOMER TO SEND FILES TO AGENT > JUST ATTACH TO CHAT!!!

 - BIG IMPROVEMENTS IN QUEUE MANAGEMENT, SKILLS, ROUTING, WORK FORCE MANAGMENT

  ○ Changing 700+ queues to skills based routing

  ○ Better able to manage Agent workload, evaluate performance

 - Fewer abandons, dropped, chats, wait time reduced

 - Omni Supervisor Tab ???

Email Improvements

 - PASTE EXCEL TABLE, etc. INTO EMAIL – NO REFORMATTING!!!

 - Signature

 - Preview First 3 Lines when hover

Merge Cases, Find Duplicates

Create PDF from Email

Screen layouts, improved, identical for PIC and CC record types

Outbound Chat

Create Link to SAP

Create File for SAP

360 view, Agent Console (Coming)

 - Progress on getting all target prospects into Salesforce - single point of truth!

Advanced Account Search

Copy / Paste Reduction on PIC Hot Leads

 - Grouped all required fields in one section

 - Advanced account and contact search with OOB features

 - Auto populate six Hot Lead fields to reduce cut and paste

Customer Surveys Tab (not sure if improved)

Case Screen Imrovments - Added / Reorganized / Easier to Use

 - MQLs

 - Contacts

 - Survey

 - Case description

 - Pin Header, Case Description Info

HYBRID PROFILE - BIG STEP TOWARD ANY AGENT CAN DO PIC, CC, INSIDE SALES JOBs

ITAR ATTACHMENTS ROUTED TO AMERICAN TEAMS - POC should be ready

Big Productivity Gains from Training Agents on OOB Features

 - Search Accounts and Contacts

 - Knowledge Articles

 - Macros

 - Keyboard Shortcuts

Entitlements (using full Salesforce features - coming)

Work Queue Prioritization (coming)

Case Merge - Fix problem of reopening closed cases (coming)

Chatter (messaging) with non-Salesforce TE users, dialog is attached to the case

Inside Sales Migration to Lighting (coming - not sure when)

 

 

 

 

 

 

 

 

 

 

 

Other

- Sales Marketing Analysis

- Lead Sources, Scoring Improvement

- Sales Territory Account Assignments Incentives Improvement

- Quoting, Special Pricing Improvement

Chat

- Proactive Chat

- ChatBots

- We Chat (47 User Stories)

- Email

- Web

- Mobile

Knowledge Base Phase 2

- External Articles

Pipeline

- Customer Profile

Agent Console

- Part & Pricing

- Quotes

- Orders

- POS

Lightning Upgrade (Technical Story)

- Classic to Lightning Analysis

Customer Communication

- Chat

- Voice (CTI)

Case Management 

- Work Queue Mgmt

- Agent Tasks

- Work Force Mgmt

Voice

- Call Recording

- IVR

- CTI

- Inside Sales

Organic Sales, Revenue, Growth Success Stories

(1.3)  "Skinny CRM":  $6.5 Million Sold in 30 Sales over 2 1/2 Years,

Penetrated New Marquee Account:  $5.5 Million Sale to Procter & Gamble in 60 Days*

Click for Full Case Study

 

(3.1a) Nation-Wide Sales Process Improvement:  Freed Up 63,000 Support Hours per year, Removed 250,000 Possible Customer Service Mistakes and Saved $7.5 Million over Three Years*

CLICK for Full Case Study

(1.7) How We Penetrated A Major Account Through High Value, Solution Selling, Sold $2 Million+ at 35% Margin (Twice Industry Average)*

CLICK for Case Study

(1.8) How We Brought Strategy & Leadership, Resulting in $1.2 Million in New Services at 50% Margin to General Mills, Dole, ConAgra, Reckitt and Benckiser in One Year*

(CLICK for details)

(1.6) How We Sold $3.2 Million in New Services to the State of Texas, Directly Contributing to a $21 Million Savings*

(CLICK for details)

(1.9) MY FAVORITE EXAMPLE: How we sold one process improvement project that led to $7 million+ in services sold and 100+ web site development projects*: CLICK HERE

(1.10) Holding The Bad Guys Accountable, CRM Horror Story Results in $3.5 Million Settlement 30 Days Before Trial*

CLICK for Case Study

(1.11)  Interviews with the Sales Execution Experts*

-Sales Execution Master Page

-Video Interviews Master Page

(1.12)  See Credit and Collections Success Above.  Grant Credit to Good Customers Fast, At Reduced Cost

 

(5.4)How We Helped Clients Communicate the Value of Their Services - 

- Merchandising Services Company Sample Success Stories and 23 Points of Excellence

- See Web Converting Success Stories

- See "Cream and Yogurt" Success Story

 

 (1.13) See Telecom Hardware/Software Manufacturer  Case, Item 6.2 for examples and success stories.

- $2 Million/yr Upgrade Request and Change Order Management "Franken-App" reworked, now used for 1/2 dozen major clients

- U.S. Reseller Discount and Sales Management "Franken-App" reworked, effective

Sales Leadership Success Stories

(2.2) General Mills, Dole, ConAgra, Reckitt Benckiser: How We Brought Strategy & Leadership, Resulting in $1.2 Million in New Services Sold at 50% Margin in One Year*

(2.3) Renaissance Capital:  How we brought a New CEO to a Struggling Software Firm, Resulting in Sales Growth from  $500,000 to $2 million,   including a $1 million sale to Computer Associates*

(2.1) Procter & Gamble:  How We Brought Strategy and a New Management Team to a Client, Resulting in $5.5 Million in New Services Sold to P&G in 60 Days***

(2.4) Omnicom Subsidiary:  How we brought Strategy and a New CEO to a struggling services company, resulting in Return to Profitable Operations*

(2.5) Services Costing:  How we helped a client understand their Cost to Deliver High Value Services*  Click for Case Study 1    CLICK for Case Study 2

(2.6) Strategic Investment in Sales Force System:  Client Grew  Insurance Broker from $48 million to $210 million and grew profit from $6.1 million to $31 million over 22 years (14.7% Profit.).  CEO attributes $40 million of this sales growth to a long term sales process improvement project*

*Contact Us in Dallas, Texas, USA at tom@tomingraminc.com or 972-394-5721.

**Success stories, client quotes, estimated costs and benefits are derived from actual projects but may have been altered for simplicity,

teaching purposes or to protect confidential information.