Case Study – RMS

Improving Salesforce adoption and return on investments.

Read how Gauri helped Retail Merchant Services (RMS) to improve Salesforce adoption within the company and also save significant licensing costs through our structured and deep-dive audit services.

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Improvements in User Adoption

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Improvements in Licensing Costs

The Challenge

RMS deployed Salesforce CRM to provide an end-to-end seamless customer experience, however RMS did not feel their Salesforce solution provided the value promised, especially considering the total cost of ownership.

RMS was also doubtful about long-term effectiveness of the platform and casted doubt, whether it could support their fast-growing business needs.

RMS engaged with Gauri to do a deep-dive into their Salesforce deployment, implementation approach and overall technical architecture.

The Challenge

RMS deployed Salesforce CRM to provide an end-to-end seamless customer experience, however RMS did not feel their Salesforce solution provided the value promised, especially considering the total cost of ownership. They also felt there was a question mark on whether it could support their fast-growing business needs.

RMS engaged with Gauri to do a deep-dive into their Salesforce deployment, implementation approach and overall technical architecture.

Our Approach

A comprehensive qualitative and quantitative assessment was carried out involving RMS’s Salesforce deployment and associated systems.

Gauri conducted a series of audit workshops with the RMS business and IT teams followed by a detailed assessment of the Salesforce system. Several areas for improvement were identified including the solution architecture and better adherence to best practice guidelines.

The detailed assessment also revealed a significant mismatch between system use and salesforce license spend.

Our Contribution

Gauri articulated a clear roadmap for RMS to better leverage salesforce to support the business more effectively around campaign management, opportunity and pipeline management, to include the service teams, whilst minimising technical debt and aligning appropriate license usage.

This has helped RMS to significantly lower the TCO.

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