Client Case Study
Snapshots
Salesforce
Info/IT Management
SERVICE AREA: Salesforce Services
CLIENT INDUSTRY: Professional Services
SYSTEMS USED: Salesforce Loyalty Management, Fonteva, & Jira
SOLUTION NEEDED: Loyalty management optimization
Using Salesforce Loyalty Management, we designed a solution to issue and redeem vouchers through the client’s portal, which is part of the managed package: Fonteva. The challenge was getting the portal to work with Loyalty, as it is a managed package, and we did not have access to the Fonteva flow.
We tried using Flow for both the redemption and issuance of vouchers, but experienced lag time issues. To resolve this, we switched both processes to Apex code and were then able to successfully issue and redeem vouchers within the client’s loyalty management portal.
The biggest hurdle was not being able to access the code for the managed package. We used Apex to fire the automation on the back-end process. Every transaction in the Fonteva portal generates both receipt lines and sales order lines, and by using these records, we were able to overcome the limitations of the managed package.
SERVICE AREA: FINAPP
CLIENT INDUSTRY: Energy
SYSTEMS USED: Netsuite
SOLUTION NEEDED: In NetSuite, a fundamental requirement dictates that every legal entity (subsidiary) must be associated with a unique bank account. However, the renewable energy sector, characterized by a high volume of distinct legal entities for various projects and assets, frequently encounters a practical challenge: not every single legal entity will possess its own operational bank account. This discrepancy between system requirements and real-world operational structures created a significant limitation within NetSuite, hindering the accurate and compliant configuration of these entities.
To circumvent this complex limitation, I engineered and implemented an innovative “Dummy Cash” concept. This solution cleverly addresses the NetSuite requirement by allowing subsidiary entities without dedicated bank accounts to “borrow” the banking information from a designated parent entity. Critically, this solution goes beyond mere data replication; it automates the creation and processing of all necessary intercompany entries with each payment transaction. This automation ensures that while the banking information is shared for system compliance, the financial impact and legal separation between entities are meticulously maintained and accurately recorded.
SERVICE AREA: Advanced Salesforce Solutions
CLIENT INDUSTRY: Energy
SYSTEMS USED: Salesforce CRM + Data Cloud
SOLUTION NEEDED: Integration, Optimization, & Architecture
Salesforce Data Cloud was implemented to support Land Lease Automation, with a specific focus on integrating federated data for Contract Payment Schedules. The solution ensured data synchronization across Salesforce, Salesforce Data Cloud, and Databricks by leveraging federated data connections, which eliminated the need for manual reconciliation or duplicate data management, creating a single source of truth for payment schedules while allowing each platform to operate in its native environment.
The impact of this implementation was significant: the client can now access accurate payment schedule information sourced from Salesforce while seamlessly aligning with Databricks for advanced analytics and reporting, which streamlined operational efficiency and reduced the risk of errors in financial reporting and contract management. Overall, the solution improved data consistency, gave stakeholders greater visibility, and laid the foundation for more Data Cloud enhancements in the future.
SERVICE AREA: IT Management PMO
CLIENT INDUSTRY: Energy
SYSTEMS USED: Jira, Sharepoint, Microsoft, Azure Devops
SOLUTION NEEDED: Project Management Support
Our client needed a Project Manager to oversee multiple project deliverables and timelines with multiple vendors associated with the project. As PM, I collaborated extensively with diverse business teams and management to ensure the project scope was aligned with their expectations and adhered to budget constraints. Throughout the project, it was critical to maintain compliance with requirements throughout all phases, and proactively eliminate obstacles to facilitate team progress and communication thereby enhancing efficiency, accountability, and productivity.
SERVICE AREA: Advanced Salesforce Solutions
CLIENT INDUSTRY: Financial Services/Private Equity
SYSTEMS USED: Salesforce
SOLUTION NEEDED: Solution architecture to divide their Salesforce org into two separate systems
Our client was operating in a single Salesforce system for two of their divisions. To ensure data separation and support of their long-term strategic objectives, the business needed to separate their Salesforce org into two distinct systems, one to support each division.
Separating the two divisions from a single system presented challenges in data ownership and required clarifying business processes for each solution. Proper planning and well-defined requirements were necessary prior to the build, and meetings with both division stakeholders with documented solutions resulted in this project’s success.
SERVICE AREA: FINAPP
CLIENT INDUSTRY: Energy
SYSTEMS USED: Oracle Fusion Cloud ERP
SOLUTION NEEDED: Business Architecture, Design & PM of Implementation
As the Business Architect and Project Manager, I led the implementation of Oracle Fusion Cloud ERP which included key financial and operational modules, including General Ledger (GL), Accounts Receivable (AR), Cash Management (CM), Procurement (PO), Projects (PPM), Fixed Assets (FA), and Accounts Payable (AP).
This implementation led to several impactful outcomes, such as:
- The automation of procurement workflows through dynamic PR/PO routing linked to the client’s HRIS, ensuring approval compliance based on the management chain
- Project initiation within Salesforce directly integrated with Oracle ERP, streamlining financial configurations and enhancing accuracy
- The system supporting multiple depreciation methods, including US GAAP, IFRS, and Tax, enabling efficient financial, tax, and reporting management
These advancements have significantly strengthened automation, compliance, and scalability, positioning this Energy client for sustained operational growth.
SERVICE AREA: Salesforce Optimization
CLIENT INDUSTRY: Financial Services/Private Equity
SYSTEMS USED: Salesforce, Conga Composer, DocuSign
SOLUTION NEEDED: Issue resolution & optimization
The client approached us to consolidate multiple Engagement Letters (EL) into a single standardized version. They wanted a dynamic form that would display text based on the SKUs associated with the opportunity. To achieve this, I used Conga Queries to pull the appropriate text dynamically based on the product SKUs.
Conga Queries enables the creation of SOQL statements, allowing precise control over the content that appears in documents generated via Conga Composer. Additionally, the client required an approval process to ensure the terms of the EL were reviewed before sending it for signature via DocuSign. We implemented an approval workflow that prevents the document from being sent until a designated approver validates the terms. Once approved, the EL is sent to the end client for signature. Previously, the document was sent with the client’s signature pre-signed. To enhance flexibility and compliance, we introduced a Signing Group in DocuSign, allowing a member of the Leadership Team to be the final signer after the end client has signed the document.
SERVICE AREA: Salesforce Optimization + Support
CLIENT INDUSTRY: Pharmaceutical
SYSTEMS USED: Salesforce
SOLUTION NEEDED: Optimization of formulas and flows for Status levels
Our client offers a program to their customers that grants access to discounted pricing on products and other exclusive benefits based on their Status. Initially, we utilized a formula field to assign the Status value based on specific criteria. However, towards the end of 2024, we received requests for exceptions to the established rule.
When we attempted to accommodate these exceptions by updating the formula field, we encountered limitations within the Salesforce formula’s compilation capabilities. This constraint necessitated a shift in our approach. To address this challenge, we migrated the logic embedded within the formula field to a record-triggered flow. This transition provided us with significantly greater flexibility in managing the scenarios and outcomes associated with assigning the specific Status to account records. The record-triggered flow allows us to implement more intricate rules, handle exceptions with ease, and ensure accurate and consistent Status assignments.
SERVICE AREA: Salesforce Optimization
CLIENT INDUSTRY: Medical Device
SYSTEMS USED: Salesforce, Conga
SOLUTION NEEDED: Issue Resolution, enhancements, optimization, & architecture
Our client had been using an app in Salesforce called “Field Coaching Reports” since 2021, but wanted to increase usage so managers could submit multiple reports per week. The previous app required the entire report to be completed in one sitting, preventing users from saving progress and returning later. Additionally, if they left it open in their web browser and their SF session timed out, they would lose their progress.
In January, we rebuilt the Field Coaching Report from the ground up using a combination of SF declarative functionality and Conga. Thanks to Salesforce’s Dynamic Forms on Lightning Pages—unavailable at the time of the original release in 2021—we eliminated the need for a screen flow and leveraged the standard object setup, significantly reducing complexity. This also enabled users to save incomplete reports and return later to finish them. Additionally, a Conga solution was implemented to generate a PDF form from SF field data, which managers use to review and share with employees. The feedback on this solution has been extremely positive, and the number of support tickets related to Field Coaching Reports has decreased.
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