Simplicity centralizes processes to allow more time for strategic planning

What sparked the need for change?

“We work with multiple vendors through our Salesforce platform, regularly adding new capabilities and integrating newly acquired companies. We needed an experienced group that could help manage our complex multi-vendor environment, handle day-to-day user support and perform minor administrative and enhancement tasks, taking those responsibilities off the hands of our team. We also wanted to onboard new organizations into our Salesforce CRM environment faster, creating a single source with proper access to vital acquisition data.”

What solution did the teams unlock by working together?

“We transitioned our day-to-day operations to PwC Managed Services, which coordinates activities across all suppliers and has a dedicated support team to handle incoming requests. By alleviating our team of these obligations, we freed up time for more value-add tasks. The PwC Cloud and Digital team also helped us build a robust migration plan to integrate subsidiary CRMs systems into Salesforce as we continue to grow.”

What was the real-world impact of approaching things differently?

“PwC Managed Services helped us transform our Salesforce platform. It organized platform releases in a way that built user confidence and trust in the process. User adoption significantly increased, thanks to an enhanced ticket system for better support, among other improvements. We were also able to integrate various third-party systems into Salesforce — DocuSign to reduce signoff timelines, Copado for DevOps and Firelight to offer on demand solutions to partners — at the same time as introducing multi-factor authentication for stronger security and controls. This upgraded technology helps us better track and respond to user requests and support them through changes across the Salesforce platform.”

Where did tech innovation meet human ingenuity?

“PwC’s Cloud and Digital team conducted a six-week current-state assessment of our technology landscape, hosting interviews with key stakeholders from Simplicity as well as subsidiary organizations. Those findings helped us work together to develop an implementation plan to absorb data from 30 acquired organizations into our Salesforce CRM. We then tested the approach with one of our high-priority subsidiary groups to enable success. By strengthening supplier coordination and support, we made our Salesforce platform more sustainable, ultimately driving more value in the long-term.”