PORTFOLIO
Schwab: CRM Migration to Salesforce
Schwab acquired a boutique financial advisory which used a Microsoft CRM. Schwab deployed Salesforce, so every piece of data, every case structure, every contact and relationship, etc. had to be identified, translated, and migrated to the new system with a 100% error-free rate.
Additionally, strong change management processes had to be put in place to minimize the disruption to both advisors and their clients.
Outcomes
These screens show a sample of the vast and extensive Salesforce user flow and design work required for the migration. Ultimately, the transition occurred seamlessly and the advisors raved about the streamlined case management approach.
While streamlining case management was not a primary migration goal, its success spotlighted opportunities elsewhere within the firm.
Artifacts Created
- Business analysis
- Process flow charts
- Flat prototypes
- Case and workflow requirements
- User adoption strategic plan
- Training materials
Process
Every object and record type in the original CRM was identified and mapped to a corresponding Salesforce object and record type. Additionally, each record type needed to have all fields identified.
Ultimately, the team kept a rather massive Excel file up-to-date with the information, pointing to individual object and record type Confluence pages for further detail surrounding case requirements, etc.
With dashboards, each team type required its own view, even if the team functions were similar. Geographic considerations around how different offices ran their workflows kept the ultimately unnecessary complexity in place for a later phase consolidation.
Dashboards
(Some fields were highlighted in the prototypes for stakeholder easy identification of key metrics.)
New Case Creation
Cashiering Case Type
Tax Harvesting Case Type
