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Project Portfolio
Delve into my Salesforce project portfolio and witness the impact of tailored solutions. From streamlining workflows to enhancing customer engagement, these examples demonstrate my commitment to delivering exceptional results.
Salesforce to Salesforce Data Migration
Led Salesforce instance integration post-M&A, migrating data & processes.
The project involved the complex task of integrating two separate Salesforce instances following a merger and acquisition. The acquired company was utilizing the Salesforce Enterprise edition, while the parent company operated on the Salesforce Unlimited edition. The primary objective was to consolidate both instances into a single, unified Salesforce platform, ensuring the seamless continuation of business operations.
The project encompassed the migration of critical data from the acquired company's Enterprise edition instance, including accounts, contacts, leads, opportunities, and cases. This data migration necessitated meticulous planning and execution to maintain data integrity and minimize disruption to ongoing business processes.
In addition to data migration, the project also involved the integration of processes, including intricate workflows and automations, from the Enterprise edition instance into the Unlimited edition environment. This required a deep understanding of both instances' configurations and the ability to adapt and reconfigure processes to function seamlessly within the new unified platform.
The successful completion of this project resulted in the decommissioning of the acquired company's Salesforce Enterprise edition instance, leaving the parent company with a single, consolidated Salesforce Unlimited edition platform that encompassed all the data and processes from both organizations. This streamlined operations, enhanced collaboration, and provided a unified view of customer and sales data, ultimately contributing to the overall success of the merger and acquisition.
The project involved the complex task of integrating two separate Salesforce instances following a merger and acquisition. The acquired company was utilizing the Salesforce Enterprise edition, while the parent company operated on the Salesforce Unlimited edition. The primary objective was to consolidate both instances into a single, unified Salesforce platform, ensuring the seamless continuation of business operations.
The project encompassed the migration of critical data from the acquired company's Enterprise edition instance, including accounts, contacts, leads, opportunities, and cases. This data migration necessitated meticulous planning and execution to maintain data integrity and minimize disruption to ongoing business processes.
In addition to data migration, the project also involved the integration of processes, including intricate workflows and automations, from the Enterprise edition instance into the Unlimited edition environment. This required a deep understanding of both instances' configurations and the ability to adapt and reconfigure processes to function seamlessly within the new unified platform.
The successful completion of this project resulted in the decommissioning of the acquired company's Salesforce Enterprise edition instance, leaving the parent company with a single, consolidated Salesforce Unlimited edition platform that encompassed all the data and processes from both organizations. This streamlined operations, enhanced collaboration, and provided a unified view of customer and sales data, ultimately contributing to the overall success of the merger and acquisition.
Conga CLM Implementation
The project involved the complete implementation of Conga Contracts for Salesforce (Conga CLM), a contract lifecycle management system designed to streamline contract creation, negotiation, execution, storage, tracking, and renewals. The project spanned one year and was spearheaded by me, encompassing both project planning and technical execution.
Key achievements and responsibilities:
Sandbox Development: The entire project was built and tested within the Salesforce sandbox environment, ensuring a controlled and secure development process.
Template Creation: Over 50 contract templates were meticulously crafted using Conga Composer, with configurations enabling the generation of over 300 contract document variations to accommodate diverse contract requirements.
Clause Library: In collaboration with the Legal team, built a comprehensive clause library based on existing contracts which were all part of several existing word documents.
Workflow Automation: A complex Salesforce flow was designed and implemented to orchestrate the entire contract lifecycle, from initial requests and legal reviews to customer negotiations, approvals, and e-signatures via Conga Sign.
User Training: Comprehensive training programs were conducted for sales and legal teams, ensuring smooth adoption and effective utilization of the Conga CLM system.
Efficiency Gains: The project yielded substantial time savings, with the legal team saving over 3 days per contract and the sales, finance, and support teams experiencing significant efficiency improvements in contract management.
Technologies Leveraged:
Conga Composer: Utilized for building and customizing contract templates.
Conga Orchestrate: Employed to create and manage triggers and workflows for automated contract processes.
Conga Sign: Integrated for seamless electronic signature capabilities.
Conga Grid: Implemented to provide a user-friendly interface for contract data management and tracking.
Salesforce Flows: Played a pivotal role in automating alerts, approvals, and other key processes within the CLM system.
Salesforce LWC: Developed several Lightning web components to support the project, including a custom grid to display a list of all contracts on the Account tab, both active and inactive. This was a required customization as the client requirement was not met by a standard page layout.
Key achievements and responsibilities:
Sandbox Development: The entire project was built and tested within the Salesforce sandbox environment, ensuring a controlled and secure development process.
Template Creation: Over 50 contract templates were meticulously crafted using Conga Composer, with configurations enabling the generation of over 300 contract document variations to accommodate diverse contract requirements.
Clause Library: In collaboration with the Legal team, built a comprehensive clause library based on existing contracts which were all part of several existing word documents.
Workflow Automation: A complex Salesforce flow was designed and implemented to orchestrate the entire contract lifecycle, from initial requests and legal reviews to customer negotiations, approvals, and e-signatures via Conga Sign.
User Training: Comprehensive training programs were conducted for sales and legal teams, ensuring smooth adoption and effective utilization of the Conga CLM system.
Efficiency Gains: The project yielded substantial time savings, with the legal team saving over 3 days per contract and the sales, finance, and support teams experiencing significant efficiency improvements in contract management.
Technologies Leveraged:
Conga Composer: Utilized for building and customizing contract templates.
Conga Orchestrate: Employed to create and manage triggers and workflows for automated contract processes.
Conga Sign: Integrated for seamless electronic signature capabilities.
Conga Grid: Implemented to provide a user-friendly interface for contract data management and tracking.
Salesforce Flows: Played a pivotal role in automating alerts, approvals, and other key processes within the CLM system.
Salesforce LWC: Developed several Lightning web components to support the project, including a custom grid to display a list of all contracts on the Account tab, both active and inactive. This was a required customization as the client requirement was not met by a standard page layout.
Customer Support Portal
The project involved a significant upgrade of Numerix's existing customer support portal, transitioning it from Salesforce Classic to a modern and enhanced portal built on Salesforce Lightning and Experience Cloud. The project spanned six months and was a collaborative effort with the marketing team, with me serving as the project lead and primary technical architect.
Key achievements and responsibilities:
Technology Upgrade: The project successfully migrated the portal from the outdated Salesforce Classic interface to the modern Lightning Experience, leveraging the capabilities of Experience Cloud to create a more engaging and user-friendly environment.
Enhanced Software Downloads: The software downloads section of the portal was revamped, resulting in a streamlined user experience and significantly reduced download times. To facilitate this, a lightning component was created to allow the Product team to serve software on AWS, while customers with the portal authentication be allowed to download the software seamlessly from the portal.
Improved Documentation and Knowledge Base: The presentation of documentation and knowledge base articles was optimized, making it easier for customers to find the information they needed and promoting self-service.
New Trust Center: The new portal features a dedicated Trust Center, providing customers with easy access to compliance and security information, fostering transparency and trust.
Streamlined Case Management: The case management process was enhanced, improving efficiency and enabling faster resolution of customer inquiries. The portal also contributed to increased case deflection, empowering customers to find answers independently.
Outcomes and Impact:
Increased Customer Adoption: The new portal saw a 40% increase in customer adoption, indicating greater engagement and utilization of self-service resources.
Faster Software Release Cycles: The improved portal contributed to a remarkable reduction of over 87% in software release cycle time, streamlining internal processes and enabling faster delivery of updates to customers.
Enhanced Customer Experience: The overall user experience was significantly improved, leading to greater customer satisfaction and loyalty.
Key achievements and responsibilities:
Technology Upgrade: The project successfully migrated the portal from the outdated Salesforce Classic interface to the modern Lightning Experience, leveraging the capabilities of Experience Cloud to create a more engaging and user-friendly environment.
Enhanced Software Downloads: The software downloads section of the portal was revamped, resulting in a streamlined user experience and significantly reduced download times. To facilitate this, a lightning component was created to allow the Product team to serve software on AWS, while customers with the portal authentication be allowed to download the software seamlessly from the portal.
Improved Documentation and Knowledge Base: The presentation of documentation and knowledge base articles was optimized, making it easier for customers to find the information they needed and promoting self-service.
New Trust Center: The new portal features a dedicated Trust Center, providing customers with easy access to compliance and security information, fostering transparency and trust.
Streamlined Case Management: The case management process was enhanced, improving efficiency and enabling faster resolution of customer inquiries. The portal also contributed to increased case deflection, empowering customers to find answers independently.
Outcomes and Impact:
Increased Customer Adoption: The new portal saw a 40% increase in customer adoption, indicating greater engagement and utilization of self-service resources.
Faster Software Release Cycles: The improved portal contributed to a remarkable reduction of over 87% in software release cycle time, streamlining internal processes and enabling faster delivery of updates to customers.
Enhanced Customer Experience: The overall user experience was significantly improved, leading to greater customer satisfaction and loyalty.
PowerBi Service Analytics Dashboard
This project involved the creation of an expansive & complex Power BI dashboard, specifically designed for the service and operations team. This dashboard focused on providing detailed insights into customer support activities and the overall performance of the support team.
Key features and functionalities:
Performance Metrics: The dashboard showcased essential metrics such as customer satisfaction scores (CSAT), net promoter scores (NPS), and the total number of open cases per support representative.
Trend Analysis: It enabled trend analysis by displaying week-over-week performance data for each support team and individual representatives, highlighting their case closure rates and overall efficiency.
Customer Portal Insights: The dashboard incorporated data from the customer portal, including page views, software download statistics, document views, and customer engagement with the knowledge base and discussion boards. This provided a comprehensive understanding of customer interactions and self-service utilization.
Key features and functionalities:
Performance Metrics: The dashboard showcased essential metrics such as customer satisfaction scores (CSAT), net promoter scores (NPS), and the total number of open cases per support representative.
Trend Analysis: It enabled trend analysis by displaying week-over-week performance data for each support team and individual representatives, highlighting their case closure rates and overall efficiency.
Customer Portal Insights: The dashboard incorporated data from the customer portal, including page views, software download statistics, document views, and customer engagement with the knowledge base and discussion boards. This provided a comprehensive understanding of customer interactions and self-service utilization.
Salesforce to MS Teams Integration
The project focused on enhancing communication and collaboration between global customer support teams and internal development/product teams at Numerix. The goal was to improve incident handling within the SaaS operations by bridging the gap between Salesforce (the primary case management tool) and Microsoft Teams (the primary collaboration platform).
The existing Salesforce Teams app was deemed insufficient, prompting the development of a custom integration. This integration enabled the following:
Automated Incident Notifications: High-severity incidents reported in Salesforce triggered immediate notifications in the relevant product team's Microsoft Teams channel.
Collaborative Chat Creation: The notification initiated a new chat within the Teams channel, inviting the development team to collaborate on resolving the issue.
Support-Led Communication: The support person owning the case drove the conversation in the Teams channel.
Seamless Salesforce Integration: The entire Teams conversation was automatically pushed back to the Salesforce case feed, allowing developers to stay within their primary collaboration environment.
This integration significantly shortened the interaction cycle between support and development teams, enabling faster incident resolution and improved customer satisfaction. It also eliminated the need for developers to switch between platforms, enhancing their productivity and focus.
The existing Salesforce Teams app was deemed insufficient, prompting the development of a custom integration. This integration enabled the following:
Automated Incident Notifications: High-severity incidents reported in Salesforce triggered immediate notifications in the relevant product team's Microsoft Teams channel.
Collaborative Chat Creation: The notification initiated a new chat within the Teams channel, inviting the development team to collaborate on resolving the issue.
Support-Led Communication: The support person owning the case drove the conversation in the Teams channel.
Seamless Salesforce Integration: The entire Teams conversation was automatically pushed back to the Salesforce case feed, allowing developers to stay within their primary collaboration environment.
This integration significantly shortened the interaction cycle between support and development teams, enabling faster incident resolution and improved customer satisfaction. It also eliminated the need for developers to switch between platforms, enhancing their productivity and focus.
Case Management Process Enhancements
The "Case Management Process Enhancements" project was an ongoing initiative focused on continuous improvement of the case management process. The project involved the creation of various workflows, process builders, and flows within Salesforce to streamline and optimize case handling. The enhancements covered several key areas:
Case Triage and Routing: Automated assignment of cases to the appropriate support teams or individuals based on predefined criteria, ensuring efficient case distribution and faster response times.
Escalation Management: Implemented workflows to enable timely escalation of critical cases, ensuring prompt attention and resolution for high-priority issues.
Collaboration and Communication: Facilitated seamless communication and collaboration between support, development, and product teams, fostering a more cohesive and efficient approach to case resolution.
Knowledge Management: Integrated Salesforce Knowledge articles into the case management process, empowering support agents with readily available information and promoting self-service options for customers.
Customer Portal Integration: Streamlined case creation and tracking through the customer portal, providing customers with real-time visibility into the status of their cases and enhancing transparency.
Email Triage Automation: Leveraged Microsoft Power Automate to automate the triage of emails from shared mailboxes, automatically generating cases in Salesforce and further improving efficiency.
The project's focus on automation, collaboration, and self-service resulted in a significant reduction in case resolution time, particularly for high-priority cases, and improved overall customer satisfaction. The integration of Salesforce Knowledge and the enhanced customer portal contributed to increased case deflection and empowered customers to find solutions independently. The use of Microsoft Power Automate for email triage further streamlined the case creation process, demonstrating your ability to leverage multiple technologies to optimize workflows and enhance efficiency
Case Triage and Routing: Automated assignment of cases to the appropriate support teams or individuals based on predefined criteria, ensuring efficient case distribution and faster response times.
Escalation Management: Implemented workflows to enable timely escalation of critical cases, ensuring prompt attention and resolution for high-priority issues.
Collaboration and Communication: Facilitated seamless communication and collaboration between support, development, and product teams, fostering a more cohesive and efficient approach to case resolution.
Knowledge Management: Integrated Salesforce Knowledge articles into the case management process, empowering support agents with readily available information and promoting self-service options for customers.
Customer Portal Integration: Streamlined case creation and tracking through the customer portal, providing customers with real-time visibility into the status of their cases and enhancing transparency.
Email Triage Automation: Leveraged Microsoft Power Automate to automate the triage of emails from shared mailboxes, automatically generating cases in Salesforce and further improving efficiency.
The project's focus on automation, collaboration, and self-service resulted in a significant reduction in case resolution time, particularly for high-priority cases, and improved overall customer satisfaction. The integration of Salesforce Knowledge and the enhanced customer portal contributed to increased case deflection and empowered customers to find solutions independently. The use of Microsoft Power Automate for email triage further streamlined the case creation process, demonstrating your ability to leverage multiple technologies to optimize workflows and enhance efficiency
Salesforce Lightning Migration from Classic
The project entailed migrating all internal Numerix users from Salesforce Classic to the Lightning Experience. The initiative aimed to capitalize on the enhanced features and user experience of Lightning, leading to significant improvements in Salesforce utilization across the organization.
As the project lead, I spearheaded the development of new Lightning applications and layouts tailored to the specific needs of various departments, including Sales and Service. The introduction of streamlined Salesforce Flows further enhanced user experience and boosted adoption rates by 60%.
The project also encompassed extensive training efforts, including live web sessions, in-person sessions, and recorded tutorials, all curated and delivered by me. The successful migration to Lightning resulted in a 60%+ adoption rate among the Sales and Customer Support teams, demonstrating the project's effectiveness in driving user engagement and maximizing the value of the Salesforce platform.
As the project lead, I spearheaded the development of new Lightning applications and layouts tailored to the specific needs of various departments, including Sales and Service. The introduction of streamlined Salesforce Flows further enhanced user experience and boosted adoption rates by 60%.
The project also encompassed extensive training efforts, including live web sessions, in-person sessions, and recorded tutorials, all curated and delivered by me. The successful migration to Lightning resulted in a 60%+ adoption rate among the Sales and Customer Support teams, demonstrating the project's effectiveness in driving user engagement and maximizing the value of the Salesforce platform.
PowerBi Sales Analytics Dashboard
The project involved the development of a comprehensive Sales and Finance Analytics dashboard using Power BI. This dashboard, designed for the CEO, Sales, and Finance teams, provided in-depth insights into sales and revenue activity by leveraging data exclusively from Salesforce.
Key features and functionalities:
Visualizations: The dashboard featured a variety of charts and graphs, including:
Open and closed opportunities
Projected vs. actual revenue from Salesforce opportunities
Total annual recurring revenue (ARR) broken down by quarter and month
Interactive Drill-Downs: The dashboard offered interactive drill-down capabilities, allowing users to:
View detailed information for each account, including total revenue
Analyze the composition of revenue for each account, including revenue from closed opportunities and recurring revenue from active contracts
Access sales owner-specific dashboards showcasing opportunity activity, pipeline totals, and breakdowns by region, territory, and country
Sales Performance Tracking: The dashboard enabled tracking of closed-lost opportunities and provided insights into the total pipeline for each sales owner, including breakdowns by opportunity stage.
Key features and functionalities:
Visualizations: The dashboard featured a variety of charts and graphs, including:
Open and closed opportunities
Projected vs. actual revenue from Salesforce opportunities
Total annual recurring revenue (ARR) broken down by quarter and month
Interactive Drill-Downs: The dashboard offered interactive drill-down capabilities, allowing users to:
View detailed information for each account, including total revenue
Analyze the composition of revenue for each account, including revenue from closed opportunities and recurring revenue from active contracts
Access sales owner-specific dashboards showcasing opportunity activity, pipeline totals, and breakdowns by region, territory, and country
Sales Performance Tracking: The dashboard enabled tracking of closed-lost opportunities and provided insights into the total pipeline for each sales owner, including breakdowns by opportunity stage.
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