On-Premise CRM to Salesforce Migration - Benefits, Challenges and Best Practices

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1 White Paper O-Premise CRM to Salesforce Migratio - Beefits, Challeges ad Best Practices With the advet of cloud computig, orgaizatios are lookig to move their Customer Relatioship Maagemet (CRM) applicatios from a O-Premise eviromet to a O-Demad eviromet. O-Premise eviromet is whe orgaizatio hosts the ifrastructure ad software iside their etwork. I O-Demad eviromet, third party hosts the ifrastructure ad software ad charges the orgaizatio based o its subscriptio model. Salesforce is the leadig O-Demad CRM product. This white paper speaks about the beefits of O-Premise CRM to Salesforce.com migratio of CRM applicatio from ed user, customizatio, itegratio, maiteace, ad cost perspective. It also speaks about the challeges faced i the migratio ad best practices followed to overcome these challeges. This white paper is based o TCS experiece i carryig out similar projects where customers have moved their O-Premise CRM applicatios to Salesforce.com ad TCS has assisted them i the process.

2 About the Author Satosh Asbe Academic Backgroud: Masters i Maagemet Studies (MMS) from K.J.Somaiya Istitute of Maagemet Studies ad Research, Mumbai, Idia Bachelor of Egieerig (BE) Productio from KIT s College of Egieerig, Kolhapur, Idia. Professioal Iformatio: 9+ years of experiece i the CRM domai with 3+ years of experiece of workig i O demad CRM products such as Salesforce.com ad Oracle o demad. 2

3 Table of Cotets 1. Itroductio 4 2. Beefits Of O-premise CRM To Salesforce Migratio 4 3. Challeges O-premise CRM To Salesforce Migratio 6 4. Salesforce.com Implemetatio Best Practices 6 5. Coclusio 7 6. Ackowledgmets 7 3

4 Itroductio Orgaizatios implemetig Customer Relatioship Maagemet (CRM) have to focus o hardware, software, security, upgrades, ad also have loger implemetatio cycle time. With the advet of cloud computig ad Software as a Service (SaaS), may compaies provide CRM as SaaS solutios. Salesforce.com has bee the leader i provig SaaS CRM applicatio. Today, most of the orgaizatios have started with cloud computig roadmap ad strategies ad lookig to migrate their existig O Premise CRM applicatio to Salesforce.com. This white paper focuses o the beefits, challeges ad best practices to be followed for migratio. Beefits of O-Premise CRM to Salesforce Migratio The followig are the beefits of O-Premise CRM to Salesforce migratio: For Ed Users: Simple ad Easy Navigatio The User Iterface (UI) ad avigatio of Salesforce.com is easy ad simple. Differet features (or UI elemets) are ot cluttered together. Also, features like roll over details ad mii pages makes avigatio easy. Empowerig Ed Users Users ca have the ability to maage the iformatio which they wat to see ad how they wat to see it. Aalytics Reports ad dashboards ca be created o the fly sice data for reports is easily available withi Salesforce. Also, dashboards ca be created usig drag ad drop feature. Salesforce Search The search feature allows users to eter case isesitive search. However, i some O-Premise CRM, customizatio is required to achieve this. Focus o Busiess Ed users ca focus o the busiess such as, acquirig ad maagig customers rather tha spedig time o system performace, upgrades ad system related issues. For Customizatios/Cofiguratio: All customizatios are upgraded with zero customer effort ad cost. Salesforce AppExchage provides wide rage of applicatios to exted the existig CRM applicatio easily. There is o added overhead for maiteace of data, backup ad recovery, maiteace of Database Servers ad Database applicatio. Performace tuig is hadled by Salesforce. The applicatio is scalable ad due to its subscriptio based model, users ca be added at ay poit. Simple customizatios ad ehacemets ca be achieved with click ad drag-ad-drop ability without ay itesive traiig, deploymet coordiatio ad dowtime. Additioal O-Premise tools require traiig ad support for ehacemets ad specialized resources. 4

5 Record types help i maitaiig differet types of records uder the same object. Mass owership trasfer ad record owership are cofigurable ad easy to maitai. Reassigmet of Leads, Cases, Cotacts ad Accouts ca be doe very easily. Workflows ad approval process is easier to create i Salesforce.com. For Itegratio: Salesoforce.com is SOA compatible; this meas that ay applicatio ca be itegrated with Salesforce.com usig Web Services. Easy itegratio with various third party applicatios icludig Google applicatios, social etworkig sites, etc Salesforce.com provides stadard applicatios for iphoe, Blackberry ad Widows mobiles, thus offerig immese beefit for mobile users like Sales Represetatives, Agets, etc. Salesforce.com is easy to itegrate with Outlook, Lotus Notes ad ca sych tasks, s, ad cotacts easily. Salesforce Data loader mappig is simple ad it is easy to import/export data from Salesforce.com. Most of the simple processes that were performed by ETL ca easily be doe by Data loader. These processes ca be performed by a admiistrator rather tha techical resources required. Ease of Maiteace: There is o applicatio dowtime, ad Salesforce publishes all the iformatio about scheduled dowtimes regularly. No hardware ad eviromet setup is required for Salesforce ad hece o maiteace is required. Field ad Data level permissio settigs ca be developed, tested ad deployed i Salesforce without ay dowtime. Salesforce provides Recycle Bi for the users. If user deletes a record accidetally, the same ca be retrieved from the Recycle Bi. I O-Premise CRM, data eeds to be retrieved from the database. Deploymet is simple as some of the chages i Salesforce like drop dow values, page layouts, workflows, etc ca be doe with oe or miimum dowtime. Reportig requiremets ca be directly hadled through Salesforce.com applicatio. There is o eed to maitai separate reportig servers. Costs: Lower Total Cost of Owership (TCO) as Salesforce.com is a subscriptio based model. Also, there is o hardware or upgrade cost ivolved. I additio, it reduced the support cost ivolved. Faster Retur o Ivestmet (ROI) as Salesforce.com has smaller implemetatio life cycle. Also, orgaizatios have bee able to implemet Salesforce.com faster tha upgradig O-Premise CRM from the older versio to the ewer versio. 5

6 Challeges O-Premise CRM to Salesforce Migtraio The followig are the challeges i O-Premise CRM to Salesforce migratio: All fuctioalities from O-Premise CRM caot be mapped to Salesforce as process chage is required ad Busiess eeds to be coviced about the same. Some O-Premise CRM provides vertical solutios ad Salesforce provides horizotal solutios. This requires extra codig effort (medium to high) to implemet certai out-of-the-box fuctioality i Salesforce. May objects i O-Premise CRM has may-to- may relatioship. Customizatio is required i Salesforce to achieve the same. The data migratio effort is uderestimated due to assumptio of oe-to-oe mappig of etities. Sice Salesforce is based o multi teat architecture, there are certai API ad Goveror limits which may affect the implemetatio. Challeges i implemetatio of Overlay Busiess for territory maagemet ad also for Forecastig. I Salesforce, audit history ca be doe oly o 20 fields per object. Therefore, it is importat to idetify the frequetly chaged fields for history trackig. Some O-Premise CRM allow sigle user to have multiple positios. This is ot possible i Salesforce ad each user will view the iformatio based o role ad profiles assiged. Salesforce.com Implemetatio Best Practices The followig best practices ca be followed while implemetig the Salesforce.com: Importace of Prelimiary Data Aalysis ad Data Samplig: Esure that the data aalysis ad samplig is doe early i the project. This is oe of the mai factor which might affect the schedule of the project i later stages Maximize leverage of Salesforce.com Out of Box Fuctioalities: Over customizatio may delay the projects. Ecourage the usage of Out-of-the-Box features ad cofiguratio of Salesforce.com before cosiderig customizatio for developmet. Proper cost-beefit aalysis eeds to be doe for the busiess processes to be implemeted Leverage AppExchage for Rapid Developmet: Reduce the total developmet time by utilizig AppExchage products based o the customer busiess processes. Use of ETL Tool for Data Migratio ad Itegratio: I case of large volumes of data ad complex itegratio poits, ETL tool with Salesforce coectors like Pervasive, Iformatica O demad, Relatio Juctio, Cast Iro, etc, to be used 6

7 Coclusio Salesforce.com has various advatages like empowerig ed users, easy poit ad click cofiguratio, less depedeces o ifrastructure, reduced implemetatio cycle times, easy upgrades, scalable, low costs ad higher ROI. This paper will serve as a guidelie for orgaizatios to assess the pros ad cos while migratig the O-Premise applicatio to Salesforce.com. Ackowledgmets Thaks to Muralidhar Chita Group Lead, SaaS Accout ad Sougata Chakraborty Pre Sales team, SaaS Accout, for providig their valuable feedback ad improvemet suggestios o this white paper. Refereces [1] The Salesforce website provided isight ito the product features. Also the Salesforce parter resources provided isight i similar implemetatios [2] The isidecrm.com website provided iformatio o compariso of Salesforce ad O-Premise CRMs 7

8 About TCS HiTech Idustry Solutio Uit TCS' HiTech idustry Solutios Uit provides optimal, customized, ad comprehesive solutios across varied High Tech idustry segmets: Computer Platform ad Services Compaies, Software Firms, Electroics ad Semicoductor Compaies, ad Professioal Services Firms (Legal, HR, Tax & Accoutig ad Cosultig & Advisory/Aalyst firms). Buildig o its vast experiece i egieerig, busiess process trasformatio, iovatio ad IT solutios, TCS offers a comprehesive portfolio of services that maximize growth, maage risk, ad reduce costs. The TCS HiTech Idustry Solutio Uit parters with High Tech eterprises to provide ed-to-ed solutios which help realize operatioal excellece, iovatio ad greater profitability. For more iformatio, visit us at Cotact For feedback o this article ad more iformatio, please cotact us at: Subscribe to TCS White Papers TCS.com RSS: Feedburer: Disclaimer This white paper is ot a product compariso ad is based o TCS experiece i migratig ON-Premise CRM to Salesforce.com. Salesforce.com is a registered trademark of Salesforce.com, Ic. About Tata Cosultacy Services (TCS) Tata Cosultacy Services is a IT services, cosultig ad busiess solutios orgaizatio that delivers real results to global busiess, esurig a level of certaity o other firm ca match. TCS offers a cosultig-led, itegrated portfolio of IT ad IT-eabled ifrastructure, egieerig TM ad assurace services. This is delivered through its uique Global Network Delivery Model, recogized as the bechmark of excellece i software developmet. A part of the Tata Group, Idia s largest idustrial coglomerate, TCS has a global footprit ad is listed o the Natioal Stock Exchage ad Bombay Stock Exchage i Idia. For more iformatio, visit us at IT Services Busiess Solutios Outsourcig All cotet / iformatio preset here is the exclusive property of Tata Cosultacy Services Limited (TCS). The cotet / iformatio cotaied here is correct at the time of publishig. No material from here may be copied, modified, reproduced, republished, uploaded, trasmitted, posted or distributed i ay form without prior writte permissio from TCS. Uauthorized use of the cotet / iformatio appearig here may violate copyright, trademark ad other applicable laws, ad could result i crimial or civil pealties. Copyright 2011 Tata Cosultacy Services Limited TCS Desig Services I M I 11 I 11

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