A leading eye care company implements Salesforce across three business lines and ten countries in APAC, in 20 months!
A leading eye care company implements Salesforce across three business lines and ten countries in APAC, in 20 months!
Design best practices - global vision care company

Background

The client is a global company, one of the oldest in the business of optical solutions. They are a leading manufacturer of contact lenses and have three business lines – vision care, surgical and pharma.

The company decided to implement Salesforce across four regions that they operated in --North America, EMEA, APAC and ANZ. The plan was to roll out Salesforce globally, as quickly as possible. They wanted to implement Salesforce to enhance the productivity and effectiveness of their sales organisation.

Challenges

The company had first to figure out how to go about the implementation and global rollout. The key questions that came up were:

  • Should we use a single Salesforce org or a separate org for each country?
  • How to plan and execute the design, implementation and roll out to each country, efficiently and cost-effectively?
  • If we chose a single org, how do different partners work, simultaneously, without impacting each other's work, throughout the development, testing and deployment cycle?
  • How do we ensure that the adoption and effective use of Salesforce is not compromised?
  • What should the company do to ensure exemplary governance post-implementation?

Solution

As a first step, given the size and scale of the CRM rollout planned, we created two governing committees. One comprised of the client's leadership and technical experts, and the other one was from Lister. The former was a steering committee to strategise and oversee the program. Lister, on the other hand, focused on the design and technical governance and was responsible for defining all technical guidelines, architectural consideration and rules to follow.

Key decisions

The following critical decisions were taken after discussions and deliberations by both the committees.

  • We decided to go with one Salesforce org for each of the business line across the globe with separate development, QA and production environments
  • We decided to formulate and have a standard global template for each BU and formulate customised guidelines and norms for each country, based on need. Any deviation from the norms would require the design team's approval.
  • We standardised how information from ERP’s would finally be transformed and loaded into Salesforce by creating intermediate loading objects – as there were three different ERP’s being used by them across countries.
  • A very well defined process governance was established for development, testing and deployment to production.

There were 22 implementations handled by Lister, across the ten countries. All of this was completed in 18 months.

Outcomes

  • Thanks to the approach, the average time taken for each country rollout was between 4 and 8 weeks, depending on the level of customisation required for each country.
  • The global rollout was seamless, and we had no significant issues.
  • This Salesforce rollout was considered to be one the client’s best- managed and delivered IT projects, in terms of speed, quality and governance.
  • The strict governance enabled multiple development teams across the globe to work simultaneously on the same org, without impacting anyone else.

Post-implementation, Lister became this company's partner for ongoing global support for enhancements and additional requirements. This included all regions NA, EMEA, APAC and ANZ.

Testimonial
VP IT, of an online language learning company

Lister has been a trusted partner of ours for over a decade because they are as fast and dynamic as we are.  They have grown with our business, reacted to changing technology demands, and have provided everything from thought leadership to technical experience in augmenting the needs of our business.

VP IT, of an online language learning company
Project Manager Leading Auto Internet company

Lister team has been working with Edmunds for two and half years. Lister team specializes in salesforce. We work as a partnership with them where we discuss the current issues, and they provide guidance and suggestions whenever needed.

Project Manager Leading Auto Internet company
Head IT, APAC of a leading global vision care company

We had a very fruitful collaboration with Lister on our Org refactoring Project. Lister's knowledge and experience on the various Salesforce products and also the Business expertise helped us to make the refactoring activity a very successful project.

 

Head IT Equipment Manufacturing Company
CIO – Hospitality and Leisure business

Lister Technologies is having Salesforce experts for delivering solutions. The solutions are thought through completely before development and built with scope of scalability which is mandate for any future requirement to be developed to support business for on-time market. Lister is capable of taking any technical requirement and provide solutions in the agreed timeline.

CIO – Hospitality and Leisure business
CIO Leisure and Hospitality Business

Lister Technologies is having Salesforce experts for delivering solutions. The solutions are thought through completely before development and built with the scope of scalability, which is the mandate for any future requirement to be developed to support business for the on-time market. Lister is capable of taking any technical requirement and providing solutions in the agreed timeline.

CIO Leisure and Hospitality Business
Head IT APAC Global Eyecare company

We have not experienced such a rapid implementation of a solution – rollout to 3 global regions in 12 weeks is nothing short of fantastic.

Head IT APAC Global Eyecare company
Program Manager APAC Global Eye Care company

I must say it is phenomenal progress we have seen in just last 4-6 weeks – from concept to delivery in 6 weeks seems like a new benchmark. I must also highlight, it has not come as luck to us, a lot of very long days and long weekends have gone into this, so the credit goes to the teams that are behind this, especially the Lister team in India.

Program Manager APAC Global Eye Care company