The client, a cloud-based remote work tools provider, faced multiple challenges impacting their operational efficiency and customer experience (CX). Persistent stepped in as a trusted partner, bringing a wealth of expertise in Salesforce technologies and a commitment to delivering transformative results.
The Challenge
The client needed to optimize the total cost of ownership while ensuring zero disruptions to their business operations. The complexity of their highly customized processes, including CPQ, Lead Management, and Billing, required streamlined implementation. There was a pressing need to reduce resource costs by optimizing licenses, storage, and third-party products.
Another major challenge was the continuation of high-quality support for existing users while completely transitioning the responsibilities of Application Development (AD) and Application Maintenance and Support (AMS).
The Solution
Persistent adopted a global delivery model with an optimized 15:85 onshore-offshore team composition. This approach allowed Persistent to minimize customization efforts and reduce the cost of maintenance. By leveraging accelerators and frameworks, Persistent increased developer productivity by 20-25%.
In terms of maintenance and support, Persistent reduced the ticket count through automation and self-service options. Persistent’s comprehensive transition framework, which included knowledge transition, documentation, shadowing, reverse shadowing, and stabilization, ensured a smooth handover. Additionally, Persistent utilized GenAI capabilities to build a robust knowledge base, significantly improving customer experience.
The Outcome
- 100% ownership of the transition, delivery, and resource retention.
- 40% cost savings over the course of 5 years.
- 20-25% increase in developer productivity.
- 10% quarter-on-quarter improvement in ticket resolution.
Products
- Salesforce Service Cloud
- Salesforce Sales Cloud
- Salesforce Experience Cloud
- Salesforce CPQ
