The Salesforce situation
The Head of Salesforce CoE has been in the role for “about three and a half years, which is when Salesforce went live with the organization.” The team started with just one person and has since expanded into multiple delivery teams. Salesforce is used predominantly as a case management system (CMS) and customer relationship management (CRM) tool, with about 3,400 agents managing everything from queries and payment deadlines to disability allowances and immigration applications.
The ongoing development of their front-end systems will soon enable customers to view the entire loan application process and track payment receipts in real time. The organization also uses Salesforce for chatbot and live chat features to handle customer queries, catering to their younger, tech-savvy demographic.
A world without Own
When the Salesforce deployment began, the organization had not yet implemented Own. Relying on a different product, they quickly discovered it could not manage the large amounts of data. "It was two years of back-and-forth, and we couldn’t even make it work in a lower environment, let alone a higher one."
The organization was forced to stick with this product, though it didn’t meet their needs. The situation led them to search for a more reliable backup solution.
Doing the research and landing on Own
Given the critical nature of financial loan data, the organization knew they needed to back up their data properly. After considering several solutions, Own emerged as the clear frontrunner.
“I had heard of Own before,” the Head of Salesforce CoE says. “While we had to go to market and allow competitors to bid, Own was always going to win due to its unmatched capabilities.”
Driving innovation, quality, and quicker value delivery
The organization uses multiple legacy systems that require migrating data to newer, higher environments. “As we move through our pipeline, it’s essential that we have data packages in the right environments to run tests,” the Head of Salesforce CoE explains.
In the past, migrating data was a time-consuming and labor-intensive process. With Own, data copying and environment upgrades are now quicker and more stable. As a result, production release quality has improved.
Sandbox seeding situation
Sandbox seeding has significantly streamlined processes. “We used to use other tools for data seeding and migrations, and they took forever. Now we can do it internally on our own schedule,” the Head of Salesforce CoE says.
The value of Own
The organization deploys changes every three weeks, and protecting data during these deployments is critical. "Own Recover is an essential part of our release process, ensuring everything is backed up and secure."
Own for a lifetime
While Own hasn’t fundamentally changed the way the organization operates, it has provided a safety net, allowing them to confidently handle complex changes. "It has allowed us to be more confident in our deployments, knowing we have the security of Own in place."
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